Public Sector Customer Success Lead

Company Description

About Us

At Canva, our mission is to democratize design and empower creativity for anyone and everyone, on every platform. Inspired by a team of talented thinkers, an amazing culture and a remarkable growth trajectory – we’re out to change the world, one design at a time.

Since launch in August 2013, we have grown exponentially, amassing over 75 million monthly active users across 190 different countries who have created more than 6 Billion designs. We are one of the world’s fastest-growing technology companies and we have only achieved about 1% of what we want to do.

Finance’s Mission is to be a world class team recognised and commended by its peers and stakeholders. The team is well respected and embedded within Canva, often sought for its opinions and inputs into company wide goals. We are the gatekeepers of the company’s Financial growth goals and performance, supporting teams to achieve their goals through scaling and evolving our various operational processes and making sure the company meets its various external compliance requirements.

About the Team

As Canva continues to rapidly grow and expand its product offerings, the Revenue Accounting function plays a critical role in managing and navigating the increasing complexities of accounts receivable, data integrity, internal controls, and accounting system integrations with our revenue platform and contract management system. The Revenue Operations team aims to deliver a frictionless quote to cash process and exceptional customer service to our internal and external stakeholders. 

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.

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:

• Leading a team of 4-5 Public Sector Customer Success Managers who will be managing a large number of customers that require unique onboarding and training needs specific to their segment; time management and prioritization will be key to effectively managing these books of business
• Extending Canva’s tradition of high customer satisfaction across teams and continue to prioritize user feedback and excitement as the Canva for large organization business accelerates
• Hiring, motivating, developing, and retaining the talent we need to accomplish the above, while focusing daily on coaching best practices to enable internal career mobility where necessary, and possible
• Identifying key usage trends that indicate risk and opportunity in customer segments
• Brainstorming and developing strategic recommendations for how to improve the overall post-sales experience for our Public Sector customers (HigherEd, NFP, Gov’t, Healthcare)
• Understanding, achieving/exceeding, and forecasting team metrics including Net Dollar Retention (NDR) and Customer Health
• Managing day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement
• Working cross-functionally, developing close relationships with sales, marketing and product to understand the customer challenges and needs and proactively surface opportunities for improvements to the customer experience

You’re probably a match if you:

• Have proven success managing a market-leading SaaS business
• Are experienced in leading a team with retention & growth targets and empowering them to achieve their goals
• Have the ability to attract, motivate, and manage A+ talent to deliver strong results
• Can prioritize focus of effort and inquiry with an eye to business impact / outcomes
• Are able to communicate complex concepts and insights concisely up, down and across the business
• Have the ability to develop core and critical processes & playbooks to help the team go faster
• Have integrity and trustworthiness
• Are independent and a self-starter
• Are accessible, approachable, agile, and collaborative
• Thrive in fast-paced environments and have a bias towards immediate actions and desired results
• Have experience leading a Public Sector team (HigherEd, NFP, Gov’t, Healthcare, etc) and/or working directly with Public Sector organizations is ideal or a plus.

About the team

At Canva, we’ve developed our own sales methodology leveraging our product and creativity to drive value in organizations that are already engaged with our product. 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 selves.

In short, we want to bring as much value to our partnership with our customers as possible.

Our rapid growth (175+ million monthly active users and growing) means we don’t have all the answers – and we’re hoping you’ll think that’s all part of the fun of it. Our business is growing quickly so every interaction is a chance for you to learn valuable insights about our markets. Of course, with growth comes some ambiguity, but if you’re curious and open to change then you’ll thrive in Sales and Success.

The mission of the Customer Success Advisor Lead is to ensure that Canva for Enterprise has the people and practices in place to drive meaningful customer outcomes, and therefore ensure product adoption, growth, and expansion, in our Corporate customer segments.

This person will help Canva leadership develop and grow the company’s strategy and execution of Corporate Customer Success goals and drive operational excellence for the day-to-day management of the business.

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.

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