Strategic Customer Success Manager - (German Speaking)

black.ai; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading company is searching for a Strategic Customer Success Manager to enhance relationships with EMEA’s most important Enterprise customers. This role focuses on customer success, account growth, and implementing effective sales practices. Ideal candidates are fluent in both German and English, possess substantial experience in B2B SaaS, and have a proven ability to drive customer satisfaction.

Benefits

Equity packages

Inclusive parental leave policy

Annual Vibe & Thrive allowance

Flexible leave options

Qualifications

• Native fluency in German & English.
• 6+ years of enterprise-level post sales experience in B2B SaaS.

Responsibilities

• Nurture and grow relationships with strategic Enterprise customers.
• Lead post-sale relationship and customer journey.
• Create practices and playbooks for sales organization.

Skills

Customer success

Commercial curiosity

Data analytics

Communication

Creativity

Integrity

Grit

Humility

Job description

Job Description

Join the team redefining how the world experiences design.

Hello, 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, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.

About the team

At Canva, we've developed our own sales methodology leveraging our product and creativity to drive value in organizations that are already engaged with our product. The core focus of our team is to prove the power of Canva within recognizable global brands and Enterprise customers. We help our customers realize more value with Canva by educating, enabling and empowering them to be their most creative self. In short, we want to bring as much value to our partnership with our customers as possible.

Our rapid growth (100+ million monthly active users and growing) means we don’t have all the answers - and we’re hoping you’ll think that’s all part of the fun of it. Our business is growing quickly so every interaction is a chance for you to learn valuable insights about our markets. Of course with growth comes some ambiguity, but if you’re curious and open to change then you’ll thrive in Sales and Success.

What you’d be doing in this role

The mission of the Strategic CSM is to nurture and grow the relationships with EMEA’s most strategic Enterprise customers. You will help Canva develop the company’s Strategic sales and success approach and implement best practices for building a world-class sales organisation. You will be responsible for understanding our clients' needs, developing solutions, and ensuring their success with Canva.

At the moment, this role is focused on:

• 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 within the customer journey, including onboarding, training, adoption, and advocacy.
• Account growth: work to understand your customer’s objectives and identify areas for growth within existing accounts and partner closely with your account team to renew and expand.
• 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
• Identify opportunities: you will work closely with cross-functional teams to identify product improvements, and you will be responsible for ensuring that our clients are up-to-date on the latest features and offerings.

You're probably a match if:

• Language: Native fluency in German & English
• Success: You have a proven track record exceeding quota and 6+ years of enterprise-level post sales experience in B2B SaaS
• Commercial curiosity: You think strategically and outside the box to not only renew your customers, but look for growth opportunities
• Leverage data: You will be able to use data and analytics to support your conversations and influence decision-making
• Communication skills: You communicate passionately, collaborate, and rally others
• Creativity: You are willing to learn and adapt, as well as dream big
• Integrity and trustworthiness
• Grit: You are biased towards action and resourceful
• Humility: You are willing to question your assumptions with the desire to constantly improve

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.

We celebrate all types of skills and backgrounds at Canva so even if you don’t feel like your skills quite match what’s listed above - we still want to hear from you!

Please note that interviews are conducted virtually.