Customer Success Operations Lead

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. You have choice in where and how you work, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.
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:

• Strategy & Planning:
  • Define and execute a comprehensive Customer Success operations strategy, focused on process improvements, automation, and scalability.
  • Collaborate with Global CS leadership to identify and implement strategic initiatives that enhance customer onboarding, retention, expansion, and overall satisfaction.
  • Develop operational KPIs and targets that align with the company's goals, driving accountability across the Customer Success function.
• Process Optimization & Automation:
  • Analyze and optimize customer onboarding, renewal, and expansion processes to drive efficiency and effectiveness.
  • Identify and implement automation opportunities to streamline repetitive tasks, reduce manual work, and improve CS team productivity.
  • Focus around high velocity account management with a high level of automation and low human touch.
• Data & Insights:
  • Develop and maintain robust data models, dashboards, and reporting to track key customer metrics, such as NPS, CSAT, retention rates, and health scores.
  • Leverage customer data to provide actionable insights that drive proactive engagement strategies and improve customer success outcomes.
  • Partner with Data/BI teams to ensure accurate data flow and visibility across systems.
• Enablement & Tools:
  • Oversee the implementation and management of Customer Success tools to enhance team productivity and data management.
  • Collaborate with enablement to train and empower the CS team to utilize tools effectively, ensuring they have the resources and knowledge to perform at their best.
• Cross-Functional Collaboration:
  • Work closely with Product, Marketing, Sales, and Support teams to align CS initiatives with broader company objectives and customer needs.
  • Serve as a key voice for Customer Success Operations in cross-functional discussions, advocating for customer-centric solutions and processes.

You're probably a match if

• Experience: 8+ years of experience in Customer Success Operations, Sales Operations, or a similar role within a SaaS company. Proven experience in managing and scaling operations within a Customer Success function.
• Technical Skills: Proficiency with CS tools such as Salesforce, Zendesk, and BI tools (e.g., Mode, Looker). SQL skills are a plus.
• Analytical: Highly data-driven with a deep understanding of metrics, KPIs, and customer health scores. Skilled in deriving insights from data to drive decisions.
• Problem Solving: Demonstrated ability to think strategically and solve complex problems, balancing the needs of the customer with operational efficiency.
• Communication: Excellent written and verbal communication skills, with a proven ability to influence stakeholders at all levels.
• Customer-Centric Mindset: Passionate about customer success and delivering exceptional customer experiences, with a strong understanding of the SaaS customer lifecycle.

About the team
The Revenue Operations team plays a meaningful role in supporting the revenue growth at Canva by optimizing operational efficiency. The team aligns our go-to-market efforts across Sales, Customer Success and Marketing and ensures those teams have the vital tools, processes, and data to optimally collaborate and achieve revenue targets.
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.