Customer Success Manager (Contract)

About the Role

As a Customer Success Manager, you will serve as a trusted advisor to our public and private sector accounts, driving customer health, retention, and growth throughout the entire post-sale journey. This is an exciting opportunity to shape our approach in a growing space while helping customers unlock the full value of the Canva platform.

Responsibilities

• Lead the full customer journey, including adoption, advocacy, renewal, and expansion for your assigned accounts.
• Build deep relationships with customers to identify growth opportunities and partner with account teams to drive revenue.
• Utilize data and analytics to demonstrate ROI and influence decision-making through compelling storytelling.
• Proactively manage risks, including budget cycles and leadership changes, to ensure accurate renewal forecasting.
• Collaborate with cross-functional teams to identify product improvements and keep customers informed on new features.

Requirements

• 3+ years of experience as a Customer Success Manager in a B2B SaaS environment.
• Proven track record of meeting or exceeding renewal and expansion targets.
• Strong commercial mindset with experience in strategic negotiation and revenue management.
• Exceptional ability to build trust and navigate complex organizational structures with senior stakeholders.
• Proficiency in using data to build narratives and influence decision-makers.

Nice-to-Haves

• Experience working with nuanced verticals such as the Public Sector, Real Estate, or Higher Education.
• Demonstrated ability to thrive in ambiguous environments and create new processes or playbooks.