Customer Success Operations Lead, Canva
+ Equity Packages
Publishing and design platform
Posted today
Publishing and design platform
1001+ employees
Posted today
+ Equity Packages
1001+ employees
Company mission
To empower businesses to design anything, and publish it anywhere.
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 collaboration 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 85% 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
Company
Employee endorsements
Flexible working
"There is plenty of flexibility when it comes to the exact time I can start and finish work on any given day as long as I deliver on my..."
Funding (last 2 of 12 rounds)
May 2024
$400m
GROWTH EQUITY VC
Sep 2021
$200m
LATE VC
Total funding: $968.6m
Company benefits
- Flexible hours and a hybrid working model which values work-life balance and gives you the option to choose how you best work
- Equity options to be truly a part of the Canva journey Unique and flexible leave so you can recharge, give back, support others or focus on your own professional development
- Our very own Canva University, internal coaching and Employee Assistance Programs to help you be your best self
- An annual Vibe & Thrive allowance for you to spend as you choose on personal education, wellbeing, home office and social connection. You know better than anyone how to Vibe & Thrive!
- Virtual and in-office clubs, events and celebrations for you to connect with your teammates
- Canva For Good program matching your not-for-profit donations, Force for Good leave (3 paid volunteering days) and a range of sustainability and ethical initiatives to get involved in
- Support for family and carers including a parental leave policy that prioritises inclusivity recognises the diverse representations of modern families
Company values
- Make complex things simple - You aim for the most simple, intuitive and effective solution to any problem.
- Set crazy big goals and make them happen - If you like to dream big, and take on challenges that both scare and excite you, you’ll love uniting with a team to achieve a common goal.
- Be a force for good - You want to make Canva and the world a better place through positive actions.
- Empower others - Learning to share your lego is key to the Canva experience. Change is constant, so we all need to be able to adapt, pass on our knowledge, and learn new skills.
- Pursue excellence - Leading by example and maintaining a high bar is how you can pursue excellence at Canva.
- Be a good human - Respect, kindness and open minds drive this value. We appreciate and accept everyone for who they are, as they are. This counts for you too!
Company HQ
Surry Hills, NSW
Articles
Leadership
Cameron Adams
(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
(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
(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.
Salary benchmarks
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Diversity, Equity & Inclusion at Canva
Jennie Rogerson (Head of People)
- https://www.canva.com/newsroom/news/The-importance-of-diversity-at-Canva/
- https://www.canva.com/newsroom/news/cultural-appreciation-day-2023/
- Https://www.canva.com/newsroom/news/celebrating-sydney-worldpride-2023/
- https://www.canva.com/newsroom/news/sydney-worldpride-partnership-2023/
- https://www.canva.com/newsroom/news/meet-the-makers-pride-edition/
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