What are the responsibilities and job description for the Customer Success Operations Lead position at Canva?
Company Description
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. 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.
Analyze and optimize customer onboarding, renewal, and expansion processes to drive efficiency and effectiveness.
Develop and maintain robust data models, dashboards, and reporting to track key customer metrics, such as NPS, CSAT, retention rates, and health scores.
Oversee the implementation and management of Customer Success tools to enhance team productivity and data management.
Work closely with Product, Marketing, Sales, and Support teams to align CS initiatives with broader company objectives and customer needs.
You're probably a match if
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 :
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.
