Customer Success Operations Lead

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Canva

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Design • Graphic Design • Web app • Software engineering • Startup

1001 - 5000

Description

• Join the team redefining how the world experiences design. • We trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals. • 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. • Collaborate with Product, Marketing, Sales, and Support teams to align CS initiatives with broader company objectives and customer needs.

Requirements

• 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. • Proficiency with CS tools such as Salesforce, Zendesk, and BI tools (e.g., Mode, Looker). • SQL skills are a plus. • Highly data-driven with a deep understanding of metrics, KPIs, and customer health scores. • Demonstrated ability to think strategically and solve complex problems, balancing the needs of the customer with operational efficiency. • Excellent written and verbal communication skills, with a proven ability to influence stakeholders at all levels. • Passionate about customer success and delivering exceptional customer experiences, with a strong understanding of the SaaS customer lifecycle.

Benefits

• 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