Customer Success Manager (Public Sector)

TL;DR

Customer Success Manager (SaaS): Leading the post-sale relationship for Public Sector accounts to drive adoption, renewal, and expansion with an accent on account growth and data-driven ROI demonstration. Focus on navigating complex organizational structures, managing revenue growth (NRR/GRR), and building strategic partnerships with senior stakeholders.

Location: Must be based in the US (Austin, Texas campus available; flexible work arrangements offered)

Company

Canva is a global design platform redefining how the world experiences design through intuitive and powerful visual communication tools.

What you will do

• Lead the post-sale journey for Public Sector accounts, ensuring successful adoption, advocacy, renewal, and expansion.
• Drive account growth by identifying expansion opportunities and managing renewals as a primary owner of customer health.
• Utilize data and analytics to demonstrate ROI and influence decision-making through compelling narratives.
• Proactively manage risks by monitoring budget cycles, leadership changes, and fiscal-year timing.
• Develop deep platform expertise to articulate Canva's unique value for Higher Education, Government, and Healthcare use cases.
• Collaborate with cross-functional teams to identify and implement product improvements based on customer feedback.

Requirements

• 3+ years of experience as a Customer Success Manager in B2B SaaS.
• Proven track record of meeting or exceeding renewal and expansion targets (NRR/GRR).
• Strong commercial mindset with the ability to manage revenue and negotiate strategically.
• Experience navigating complex organizational structures and building trust with senior stakeholders.
• Ability to translate data into actionable insights and compelling customer stories.
• Work authorization for the United States is required.

Nice to have

• Experience working with Public Sector customers (Higher Education, Government, Healthcare, or Not-for-profit).

Culture & Benefits

• Equity packages to share in the company's success.
• Comprehensive health benefit plans and 401(k) retirement plan with company contribution.
• Inclusive parental leave policy supporting all parents and carers.
• Annual Vibe & Thrive allowance for wellbeing, social connection, and office setup.
• Flexible leave options to encourage recharging and personal wellbeing.