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Customer Success Operations Lead

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Canva

15d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Austin
  • Quick Apply

AI generated summary

  • You should have 8+ years in Customer Success/Sales Operations at a SaaS company, strong analytical skills, proficiency in CS tools, excellent communication, and a customer-centric mindset.
  • You will strategize and optimize Customer Success operations, analyze KPIs, implement automation, maintain data dashboards, and collaborate with teams to enhance customer onboarding and satisfaction.

Requirements

  • 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.

Responsibilities

  • 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.

FAQs

Do we support remote work?

Yes, we offer choice in where and how you work, allowing for a hybrid format that empowers you and your team.

What type of experience is required for this role?

A minimum of 8+ years of experience in Customer Success Operations, Sales Operations, or a similar role within a SaaS company is required.

Are there opportunities for career growth within this role?

Yes, this role offers opportunities to define strategies and implement initiatives that can significantly impact customer success and scalability, promoting growth within the organization.

What kind of benefits can employees expect?

Employees can expect equity packages, health benefits, a 401(k) retirement plan, an inclusive parental leave policy, a Vibe & Thrive allowance, and flexible leave options.

What tools or systems would I be working with?

You would be using Customer Success tools such as Salesforce and Zendesk, as well as BI tools like Mode and Looker. Proficiency in SQL is a plus.

How important is data analysis in this role?

Data analysis is highly important, as you will be responsible for developing metrics, dashboards, and insights to drive customer engagement and improve success outcomes.

Is there a focus on automation in this role?

Yes, a significant focus is placed on identifying and implementing automation opportunities to streamline operations and enhance productivity within the Customer Success team.

What is the culture like at Canva?

The culture at Canva emphasizes collaboration, customer-centricity, and a fun work environment with a focus on achieving significant goals while enjoying moments of connection and magic.

How does this role collaborate with other teams?

This role involves cross-functional collaboration with Product, Marketing, Sales, and Support teams to align Customer Success initiatives with broader company objectives and customer needs.

Can I apply if I don't meet all the listed qualifications?

Yes, we encourage you to apply even if you don’t feel like your skills perfectly match what’s listed, as we celebrate diverse skills and backgrounds.

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Canva

Design anything. Publish anywhere.

Technology
Industry
1001-5000
Employees
2012
Founded Year

Mission & Purpose

We're a global online visual communications platform on a mission to empower the world to design. Featuring a simple drag-and-drop user interface and a vast range of templates ranging from presentations, documents, websites, social media graphics, posters, apparel to videos, plus a huge library of fonts, stock photography, illustrations, video footage, and audio clips, anyone can take an idea and create something beautiful on Canva on any device, from anywhere in the world. Since our launch in 2013, we’ve had the crazy big goal of making design accessible to everyone. We were founded on the belief that people shouldn't need to understand complex software to unlock their creativity. We’re leveling the playing field and democratizing access to design and visual communication by empowering 100% of the world to communicate in a way that was once limited to the 1%. We've always had a deeper mission surrounding Canva — which we talk about as our 'simple' two-step plan: to build one of the world’s most valuable companies, and to do the most good we possibly can. We're committed to our core value of Being a Force for Good, so as the value of our company grows, so too does our ability to have a positive impact on the world.

Benefits

  • Flexible Work

    Flexible work arrangements, with the opportunity to come together for connection, community and impact.

  • Parental Leave

    Generous parental leave entitlements that put every family at the heart of the experience.

  • Vibe & Thrive

    An annual Vibe & Thrive allowance for you to spend on whatever will support your wellbeing and development - because you know what you need to Vibe and Thrive better than anyone.

  • Force for Good

    A focus on being a Force For Good, with community initiatives and programs, and sustainable practices, including carbon-neutral operations.

  • Epic recharge

    Celebrate 5 years at Canva with a month off and a budget to support your epic recharge.

  • Flexible Leave

    An additional 5 days of paid leave to support our team to balance their work and life commitments.

  • Equity Packages

    Equity packages for you to truly be a part of the Canva journey.