Customer Success Manager (Contract)

Role overview

Canva is hiring a Customer Success Manager to support public and private sector customers across the full post-sale lifecycle. This role is focused on helping accounts realize long-term value from the platform while driving retention, expansion, and advocacy. The position is commercially oriented and requires close partnership with internal teams to deliver strong customer outcomes.

Working setup

Canva’s US operations are based in Austin, Texas, while the company also has its flagship office in Sydney, Australia. Team members have flexibility in how they work, with an emphasis on finding the right balance that supports both individual performance and team goals. Interviews are conducted virtually.

What you will do

This role owns the post-sale relationship and is responsible for guiding customers through adoption, renewal, expansion, and ongoing advocacy. It also involves identifying growth opportunities, forecasting renewal risk, and helping customers connect Canva’s value to their business priorities.

• Own the post-sale relationship for public and private sector accounts throughout the customer journey, including adoption, advocacy, renewal, and expansion.
• Develop a strong understanding of customer goals through relationship building and multi-threading, then identify opportunities to grow existing accounts.
• Work with the account team to support renewals and expansion efforts.
• Use data and analytics to show return on investment and influence customer decisions through clear, compelling storytelling.
• Monitor budget cycles, leadership changes, and fiscal-year timing to forecast renewals accurately and surface risk early.
• Build strong product expertise and clearly explain Canva’s value for public sector use cases.
• Collaborate with cross-functional teams to share customer feedback, identify product improvements, and keep customers informed about new features and offerings.

What makes a strong fit

The ideal candidate is a commercially aware customer success professional who takes ownership of a book of business and treats it like a revenue portfolio. Canva values curiosity, initiative, accountability, and the ability to operate well in ambiguous situations.

• At least 3 years of experience as a Customer Success Manager in B2B SaaS, with a proven record of meeting or exceeding renewal and expansion goals.
• Experience owning a book of business and clearly demonstrating retention and growth outcomes.
• Commercial thinking, including the ability to spot revenue opportunities, negotiate strategically, and take responsibility for business results.
• Consultative selling and strategic account management skills, with the ability to connect product value to customer outcomes.
• Strong relationship-building ability across complex organizations and senior stakeholder groups.
• Comfort using data to build persuasive narratives for both customers and internal teams.
• Self-directed, resourceful, and action-oriented mindset with the ability to create structure where none exists.
• Excellent communication and influence skills for cross-functional alignment and executive-level conversations.
• Integrity, humility, and a willingness to learn, adjust, and improve continuously.
• Additional advantage: experience in nuanced industries such as Public Sector, Real Estate, Higher Education, or similar sectors.

Additional information

Canva evaluates candidates based on experience, skills, merit, and business needs, in line with local laws. The company encourages applicants from a wide range of backgrounds and skills, including those who may not match every listed qualification exactly. Applicants are asked to share their pronouns and any reasonable adjustments needed during the interview process.

Team context

In this role, you will partner with Account Executives, Implementation teams, Technical Account Managers, Solutions Consultants, and other stakeholders across the go-to-market organization. The role is intended to support customer success in a way that improves account health, retention, growth, and overall customer experience. It is particularly relevant for someone who understands the realities of public sector buying, including fiscal-year budgeting and procurement processes.