Scaled Customer Success Manager

Job Description

Join the team redefining how the world experiences design.

Hello, hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!

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

Our flagship office is in Sydney, Australia, but we've made our way from down under, to a campus in Austin, Texas which is now home to our US operations. You have choice in how you work, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.

(This role requires you to be based in Austin)

What you’d be doing in this role

As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

At the moment, this role is focused on:

• Proactively managing the end-to-end renewal process, ensuring timely renewals and addressing any potential risks or challenges that might impact customer retention.
• Forecasting renewal rates and managing a large portfolio of accounts with automated tools and touchpoints.
• Developing and leveraging scalable processes to streamline renewals and automate engagement, ensuring consistent engagement with customers.
• Implementing playbooks and tools to handle renewals efficiently across a high volume of customers.
• Continuously monitoring customer health metrics, product usage, and engagement to identify risks of churn or downsell.
• Using data-driven insights to prioritize outreach and provide targeted support to at-risk customers before renewal periods.

You're probably a match if

• You're growth-oriented and excited about scaling your impact across multiple accounts at once. You’re confident managing multiple renewal timelines simultaneously.
• You make complex things simple, breaking down intricate concepts and adjusting your communication style to suit different audiences.
• You leverage data to tell compelling stories that support your conversations and influence decision-making. You’re experienced with CRM systems and maintain accurate, detailed customer records.
• You communicate with passion, collaborate effectively, and rally others around a shared goal.
• You embrace agility and creativity, always willing to learn, adapt, and dream big.
• You show grit, taking initiative and finding resourceful ways to overcome challenges.
• You lead with humility, questioning your own assumptions and constantly seeking opportunities to improve.

About the team

At Canva, our mission is to empower the world to design — and our Go-to-Market (GTM) team brings that mission to life for some of the world’s most recognized brands. We combine creativity, strategy, and product expertise to show how Canva can unlock real value at scale. Whether it’s helping customers tell powerful stories, streamline workflows, or scale content across their organization, our focus is on building partnerships that last.

As part of the Sales & Success team, you’ll join a highly collaborative group that’s passionate about enabling others to do their best work — internally and externally. With over 200 million monthly active users and continued rapid growth, we’re in build mode — which means plenty of opportunity, some ambiguity, and a whole lot of learning along the way.

If you're excited by the idea of scaling your impact, being part of a mission-driven company, and helping global teams unlock their creativity — you'll feel right at home here.

What's in it for you?

Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. 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 be a force for good, take time to recharge and supports you personally

Check out lifeatcanva.com for more info.

Other stuff to know

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you don’t feel like your skills quite match what’s listed above - we still want to hear from you!

Please note that interviews are conducted virtually.