Customer Success Specialist

See this job description in video format! 📹

Join the team redefining how the world experiences design.

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 hubs in Austin and San Francisco, which are now home to our US operations. So whether you're in Texas or California, you have choice in where and how you work in each of those states. That means if you want to do your thing in the office (if you're near one), at home or a bit of both, it's up to you. 

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.

About the team

Join our dynamic and collaborative team, where you will have the opportunity to contribute to the success of our customer onboarding operations and play a pivotal role in enhancing the customer journey. The mission of the Customer Success team is to nurture and grow the relationships with our Canva Teams accounts. You will help Canva develop the company’s Enterprise approach and implement best practices for building a world-class sales organization.

At the moment, this role is focused on:

• You will lead our folder and content organization to optimize the customer journey. Establish efficient and tailored folder structures for organized storage and easy asset access.
• You'll simplify account clean-up through bulk actions for maintaining folders and designs across owners. Aid in content migration and deletion to improve efficiency and prevent asset loss.
• You will facilitate consistent folder structures across locations or teams. Which includes assisting in transferring designs between accounts to prevent loss and improve organization. Provide support for content and folder deletion to aid in account clean-up.
• You'll customize and brand customer accounts for consistent branding using collected assets and brand kits. Assist in recreating external designs and ensuring smooth design imports.
• You will work to find opportunities for process optimization, automation, and streamlining in collaboration with onboarding advisors.
• You will streamline provisioning and de-provisioning of accounts for smoother onboarding. Support account set up activities to ensure a detailed and successful transition for customers.
• You're passionate about continuing to optimizing the customer experience and accelerating customers' realization of Canva's value.

You're probably a match if:

• You have previous experience working in customer support, customer success, or account management
• You have a willingness to learn and adapt to new technologies and tools.
• You are passionate about your organizational skills and have an outstanding attention to detail including the ability to follow checklists and procedures accurately.
• You're comfortable working with ticketing systems and other operational tools such as Jira.
• You are passionate about data analysis and applying data insights for decision-making.
• You have excellent communication skills, both written and verbal.
• You have experience collaborating with marketing teams or branding knowledge is a plus.

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

• Health benefits plans to support you and your wellbeing

• 401(k) retirement plan with company contribution

• 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.