Customer Success Manager

French Speaker

Updated on 3/28/2023

Locations

London, UK

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Communications

Requirements

6+ years of customer success experience, preferably within a SaaS organisation
Experience owning a renewal forecast
Excellent communication skills both with customers and within an organisation
Strong track record of identifying customer needs and successfully implementing long-term software solutions
Strong track record of defining and executing against key performance indicators
Communication skills: ability to communicate passionately, collaborate and rally others around them
Creativity: willingness to learn and adapt, as well as dream big
Integrity and trustworthiness
Grit: Bias towards action and resourceful
Humility: willingness to question one's own assumptions with the desire to constantly improve
Fluent in French (written and verbal)

Responsibilities

Customer success and enthusiasm: extend Canva's tradition of high customer satisfaction across teams by leading the post-sale relationship of Canva's strategic accounts, including implementation, onboarding, training, and adoption
Own the post first sale relationship with a customer, ensuring we've identified the value outcomes the customer is looking to achieve and enabled a strategic change plan to ensure we're meeting those outcomes
You will provide your customers best practices in how to connect the customer's value outcomes to ways in which the product can achieve them
You will develop new and existing relationships across your customers to ensure we've strengthened our partnership and created new advocates
Account growth: identify areas for growth within existing accounts and manage the renewal process
Best-in-class processes, practices, and efficiency: create, educate, experiment, and collaborate with senior leadership and our growing customer base with building team practices and playbooks for operating as a top SaaS business and solutions provider
Team mentorship: cultivate the culture and talent for attracting and motivating the talent to accomplish the above

Join the team redefining how the world experiences design.

Hiya, 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 campus is in Sydney, Australia but we have a swanky new office in London that has all the bells and whistles. Even though you’ll find us in Shoreditch, you have choice in where and how you work. That means if you want to do your thing in the office (if you’re nearby) or at home or a bit of both, it’s up to you.

When you join our team in the UK, you’ll also be joining forces with Flourish, who were acquired by us in 2022. Flourish enables everyone to change the way they tell stories with data by creating rich, animated data visualizations and other interactive content that can be embedded anywhere - including in Canva!

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.

The Team

Canva for Enterprise is built for any team or organization that has a need to design at scale. We have seen success across different types of companies, including those in the Fortune 500, franchises, and startups. Teams within organizations that enjoy Canva for Enterprise come from diverse departments such as Marketing, Sales, and HR.

The core focus of our team is to prove out the power of Canva within recognisable Global Brands and Enterprise customers. Business owners are looking to move away from outdated systems and time-consuming design processes, and we aim to serve by empowering them with the ability to build better products and stories.

The Role:

The mission of the Enterprise Customer Success Manager is to nurture and grow the relationships with our mid-market Canva Enterprise accounts. You will help Canva develop the company’s Enterprise sales and success approach and implement best practices for building a world-class sales organization.

What you’ll do:

Customer success and enthusiasm: extend Canva’s tradition of high customer satisfaction across teams by leading the post-sale relationship of Canva’s strategic accounts, including implementation, onboarding, training, and adoption
Own the post first sale relationship with a customer, ensuring we’ve identified the value outcomes the customer is looking to achieve and enabled a strategic change plan to ensure we’re meeting those outcomes
You will provide your customers best practices in how to connect the customer’s value outcomes to ways in which the product can achieve them
You will develop new and existing relationships across your customers to ensure we’ve strengthened our partnership and created new advocates
Account growth: identify areas for growth within existing accounts and manage the renewal process
Best-in-class processes, practices, and efficiency: create, educate, experiment, and collaborate with senior leadership and our growing customer base with building team practices and playbooks for operating as a top SaaS business and solutions provider
Team mentorship: cultivate the culture and talent for attracting and motivating the talent to accomplish the above

What we’re looking for:

6+ years of customer success experience, preferably within a SaaS organisation
Experience owning a renewal forecast
Excellent communication skills both with customers and within an organisation
Strong track record of identifying customer needs and successfully implementing long-term software solutions
Strong track record of defining and executing against key performance indicators
Communication skills: ability to communicate passionately, collaborate and rally others around them
Creativity: willingness to learn and adapt, as well as dream big
Integrity and trustworthiness
Grit: Bias towards action and resourceful
Humility: willingness to question one’s own assumptions with the desire to constantly improve
Fluent in French (written and verbal)

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 stack 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

• 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.

Please note that interviews are conducted virtually.

1,001-5,000 employees

Website

Online design and publishing tool

Company Overview

Canva is on a mission to empower everyone in the world to design anything and publish anywhere.

Benefits

Competitive health benefits plans to support you and your wellbeing
Equity packages truly be a part of the Canva journey
401(k) retirement plan with company contribution to support you, with your future Hybrid work model (in-office & from home) coming together for 8 days a year. The rest, you choose where you work best.
Flexible leave so you can recharge, give back, support others or focus on your own professional development.
Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey.
An annual Vibe & Thrive allowance. This is for you to spend on whatever will support your wellbeing and development. It could be anything, from a Masterclass subscription to an electronic stand-up desk, a pilates membership, or dinner out with a teammate. Because you know what you need to Vibe and Thrive, better than anyone.
Virtual and in-office wellness benefits including Canva University, Employee Assistant Programs and other benefits to support your physical, mental, and social wellbeing.
Canva For Good program matching your not-for-profit donations and a range of sustainability and ethical initiatives to get involved in.

Company Core Values

Make complex things simple
Set crazy goals and make them happen
Be a force for good
Empower others
Pursue excellence
Be a good human