Job Description Join the team redefining how the world experiences design. Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point. Where and how you can work This is a hybrid role in Austin, Texas and you must live within commuting distance to our office. About the team At Canva, our GTM methodology leverages our product and creativity to drive value in organizations. The core focus of our team is to prove the power of Canva within recognizable global brands and Enterprise customers. We help our customers realize more value with Canva by educating, enabling and empowering them to be their most creative self. The mission of the Scaled Customer Success Manager is to ensure that our customers are thriving, consistently deriving value from our products and service, and renewing their partnerships with us. To succeed in this position, you must possess strong skills in organization, process optimization, cross-functional collaboration and customer-centricity. Your contributions will empower our customers to reach their business objectives while improving both our gross and net dollar retention rates. At the moment, this role is focused on: Proactively manage the end-to-end renewal process, ensuring timely renewals and addressing any potential risks or challenges that might impact customer retention. Forecast renewal rates and manage a large portfolio of accounts with automated tools and touchpoints. Develop and leverage scalable processes to streamline renewals and automate engagement, ensuring consistent engagement with customers. Implement playbooks and tools to handle renewals efficiently across a high volume of customers. Continuously monitor customer health metrics, product usage, and engagement to identify risks of churn or downsell. Use data-driven insights to prioritize outreach and provide targeted support to at-risk customers before renewal periods. You're probably a match if Growth Orientated: You're excited about scaling your impact across multiple accounts simultaneously. Make Complex Things Simple: You can simplify complex concepts and adapt your communication style to different audiences. Leverage Data: You will be able to tell a story through data and analytics to support your conversations and influence decision-making. Communication Skills: You communicate passionately, collaborate, and rally others. Agility & Creativity: You are willing to learn and adapt, as well as dream big. Grit: You are biased towards action and resourceful. Humility: You are willing to question your assumptions with the desire to constantly improve. Additionally: You have a knack for creating and optimizing workflows that make renewal processes smooth and efficient. You can coordinate effectively with other teams to ensure smooth renewal processes. You're experienced with CRM systems and can maintain accurate, detailed customer records. You're comfortable using data to identify trends and potential renewal risks. You're skilled at documenting processes and identifying opportunities for improvement. Upholds Canva's core customer service value of customer centricity in order to produce long-term customer loyalty and happiness. What's in it for you? We also offer a range of benefits to set you up for every success in and outside of work. Here's a taste of what's on offer: Equity packages - we want our success to be yours too. Health benefits plans to support you and your wellbeing. 401(k) retirement plan with company contribution. Inclusive parental leave policy that supports all parents & carers. An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more. Flexible leave options that empower you to take time to recharge. Please note that interviews are conducted virtually. #J-18808-Ljbffr