Public Sector Customer Success Lead

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 (url removed) 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.