Public Sector Customer Success Lead Full Time

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 Public Sector team is dedicated to supporting any team or organization that has a need to design at scale. We have seen success across different types of companies, including those in Education Institutions, Governments, Not-for-Profits, and others. Teams within organizations that enjoy Canva for Teams come from diverse departments such as Communications, Marketing, Sales, and HR. The core focus of our team is to prove the power of Canva within these public sector entities. Institutions are looking to move away from outdated systems and time-consuming design processes, and we aim to serve by empowering them with the ability to build better products and stories. We are committed to building long-term relationships with our customers and providing exceptional customer service every step of the way to help you take higher education institutions to the next level.

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.

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.

• 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

• 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.

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

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.