Uncubed
           

Director of Customer Success

Canva, Austin

Amazingly Simple Graphic Design Software


At Canva, we want to empower the world to design. 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 remarkable growth trajectory,  we’re out to change the world. One design at a time.

Over the last 8 years, we have grown exponentially, amassing over 30 million active users across 190 different countries. We are one of the world’s fastest growing technology companies with a $6 billion valuation. We've built solutions that work for everyone - from casual creators, classrooms and non-profits, small businesses and large organizations - and we have only achieved about 1% of what we are capable of!

The Team
We are looking for a results oriented Customer Success Lead to join the North America Enterprise Go-To-Market Leadership team.  Our Customer Success Team partners directly with our revenue team to facilitate onboarding, training, and enablement programs that help our customers unlock value and drive adoption of Canva for Enterprise.  With Canva for Enterprise, we’re challenging the way businesses think about design and collaboration at scale.  Brands are moving away from outdated systems and time-consuming design processes.  Canva for Enterprise empowers large teams to create, edit and publish content with controls in place to ensure designs stay on-brand. 

Role Mission
The mission of the Enterprise Customer Success Lead is to help shape, define and build how we deliver Enterprise support to our customer base.  This is a new team within Canva and this would be the first Customer Success leader hired.  We are looking for a builder who has experience putting in place processes, structure and strategy in mature customer success organizations.  This role will be instrumental in defining the strategic direction and operational strategies for Customer Success.   This is your chance to put your fingerprints on the future and define customer experience at one of the fastest growing SaaS companies.  We are looking for a proven and resourceful leader to run and grow Customer Success at Canva.

What you'll do:

  • Define and implement a strategy to improve customer experience, motivate/scale the team, develop talent, improve customer growth and retention
  • Analysis of operational metrics to determine strategic wins and drive process improvements that will unlock value for our customers. 
  • Implement, improve and standardize key processes to ensure a consistent and reliable journey for customers.
  • Own the strategy for how we deliver support to Enterprise customers of all sizes.  Develop programs and playbooks that support customers in a one-to-many delivery model all the way up to a strategic motion that supports one-to-few.
  • Forecast retention on a Monthly and quarterly basis
  • Work with Marketing to understand, and document the customer journey, and deliver campaigns that yield stronger results in customer growth and retention.
  • Grow the leadership capability in the org through hiring and mentorship.  Develop and implement strategies that create a learning environment, attract and retain top performers, reduce ramp time, and scale the team.
  • Provide direction to the team by offering guidance on customer account management strategies, tools and approaches with their strategic accounts.

What we are looking for:

  • 5+ years of management experience in a fast growing global SaaS success organization serving tech-savvy enterprise customers.  
  • Experience building Customer Success/Service Teams(i.e. Onboarding Specialists, Implementation Managers, Customer Success Managers, etc.) in high velocity environments.
  • Understanding of basic SaaS and business metrics with the knowledge of how to modify strategic plans to deliver against targets; proven track record of delivering results for the business
  • Customer support or implementation services experience on SaaS software platforms including onboarding, training, and client relationships
  • You have related experience in building a customer-centric culture that champions a customer first mentality

Benefits:

  • Competitive salary, plus equity options
  • Flexible working hours, we value work-life balance
  • Professional education allowance
  • Generous parental leave policy
  • Fun and quirky celebrations
  • Private Health Insurance
One of our core values at Canva, “Being a force for good” means we are actively working towards a world that isn’t just good for a small few, but one that’s good for everyone.  We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community.  To achieve this, we need to constantly work towards making Canva the best place to work, for everyone.

About Canva

About us At Canva, we create tools that empower the world to design. Our platform combines a drag-and-drop design tool with a stock library of over 1 million photographs, illustrations and imagery. You can also choose from hundreds of professional templates to create social media graphics, presentations, flyers, posters, invitations and so much more. Our mission is to make design simple for everyone. Driven by a team of talented thinkers, an amazing culture and remarkable growth trajectory – we’re out to change the world, one design at a time.

Want to learn more about Canva? Visit Canva's website.