Customer Success Operations Lead, Canva
+ Equity Packages
Publishing and design platform
Job no longer available
Publishing and design platform
1001+ employees
Job no longer available
+ Equity Packages
1001+ employees
Company mission
To empower the world to design.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
- 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
Application process
- Please note that interviews are conducted virtually
Our take
Launched in 2013, Canva is a free online visual communications and design platform. It features a vast range of templates including presentations, websites, and social media graphics, plus a huge library of fonts, stock photography, illustrations, video footage, and audio clips.
With the aim to empower 100% of the world to communicate in ways that were once limited to the 1%, Canva was founded on the belief that people shouldn’t need to understand complex software to unlock their creativity. Simplicity is central to Canva’s offering, its straightforward drag-and-drop user interface avoiding complex tools that require training. This approach has been hugely popular and has been key in setting the company apart in the market, with over 90% of the Fortune 500 now using the site.
More recently, Canva has broadened its offerings through a number of acquisitions and now offers a full visual communications platform, featuring stock content, innovative editing features, and data visualization. Zeetings, Pexels & Pixabay, Kaleido, Smartmockups and Flourish have all joined Canva, and the business is well set to continue leading and innovating in the space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
56% employee growth in 12 months
Company
Funding (last 2 of 12 rounds)
May 2024
$400m
GROWTH EQUITY VC
Sep 2021
$200m
LATE VC
Total funding: $968.6m
Company HQ
Surry Hills, NSW
Leadership
Cameron Adams
(Co-Founder & CPO)Cameron studied at the University of Melbourne before working as a Developer and Designer for Eclipse and Google for a combined 5 years. They then founded Fluent.io in 2011, and Canva in July 2012.
Melanie Perkins
(Co-Founder & CEO)Having studied at the University of Western Australia, Melanie first founded Fusion Books in 2007 and and co-founded Canva in 2012. Melanie is now CEO of Canva.
Cliff Obrecht
(Co-Founder & COO)Having studied at the University of Western Australia, Cliff spent 5 years as Managing Director of Fusion Books. They left this role in 2013, having co-founded Canva with Melanie and Cameron the previous year.
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