Role Description 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. - Customer success and enthusiasm: Lead the post-sale relationship for your public and private sector accounts across the full customer journey, including adoption, advocacy, renewal, and expansion. - Account growth: Build a deep understanding of your customers' objectives through relationship building and multi-threading. Identify growth opportunities within existing accounts and partner closely with your account team to renew and expand them. - Data-driven impact: Use data and analytics to demonstrate Canva's ROI to your customers and influence decision-making through compelling data storytelling. - Proactive risk management: Stay ahead of budget cycles, leadership changes, and fiscal-year timing across your accounts to forecast renewals accurately and act early on risk. - Product knowledge and positioning: Build deep Canva platform expertise and confidently articulate our unique value for Public Sector use cases. - Identify opportunities: Work closely with cross-functional teams to identify product improvements and ensure your customers are up to date on the latest features and offerings. Qualifications - 3+ years as a Customer Success Manager in B2B SaaS with a demonstrated history of meeting or exceeding renewal and expansion targets. - Commercially minded: You think like a business owner. - Consultative and strategic: You lead with curiosity. - Relationship builder: You build genuine trust at every level. - Data-driven storyteller: You use data and analytics to build compelling narratives. - Bias for action and grit: You're resourceful, self-starting, and action-oriented. - Communication and influence: You communicate with passion and precision. - Integrity and humility: You build rapport through authenticity. - Bonus: Experience with diverse, nuanced verticals such as Public Sector, Real Estate, Higher Education, etc. Requirements - Proven track record of owning a book of business and can speak to retention and growth results with specificity. - Proactively identify growth levers, negotiate strategically, and aren't afraid of commercial accountability. - Skilled at multi-threading, navigating complex org structures, and developing credibility with senior stakeholders. - Ability to rally cross-functional teams, present to senior stakeholders, and tailor your message to any audience. - Willing to challenge your own assumptions, seek feedback, and continuously improve. Benefits - Flexible working arrangements. - Opportunity to work in a dynamic go-to-market organization. - Access to a diverse book of public and private sector accounts. - Support for professional growth and development. Company Description 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! 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. Check out lifeatcanva.com for more info.

• Lead the digital onboarding process for new client units, ensuring all SaaS modules are configured correctly to meet specific business needs. • Serve as the primary point of contact for the client, managing relationships and translating platform capabilities into practical business solutions. • Deliver training sessions for end users to drive high platform adoption and proficiency. • Adapt and refine existing dashboards (migration from Power BI to E-charts) to match individual client unit requirements. • Monitor platform engagement metrics and proactively identify opportunities to optimize performance. • Act as a liaison between the client and the internal technical team to address requests and ensure project viability.

Role Description We are seeking a motivated and dynamic individual with excellent communication and multitasking skills who can thrive in a fast-paced, remote environment. This position is full-time (40 hours/week). Essential Responsibilities - Review and understand lease agreements, lease terms, and provide guidance to policyholders. - Communicate with policyholders on status of temporary housing needs once families are moved into a property. - Communicate with the policyholder through YourHomelink with approved insurance carriers. - Timely communication with National Account Manager to obtain approval from carrier for extension approval or notice to vacate. - Extend accommodations and facilitate relocations for existing policyholders. - Provide notice to vacate to vendor partners and service claims through return of security deposit. - Address any policyholder concerns and provide superior customer service to policyholders and vendors during their displacement by handling all assigned customer service tickets. - Facilitate communication and build rapport with vendor partners. - Update internal databases, complete necessary paperwork, and communicate details to all parties involved with each claim. - Apply critical thinking to provide solutions to appropriately address each policyholders’ individual needs. - Provide an immediate response and support for a high volume of incoming calls. - Assist with special projects on an as needed basis at the directive of department manager. - Support and assist with operational needs within your team and provide backup when needed. - Monitor the status of displacement terms and provide information timely to policyholders. Qualifications - Bachelor’s Degree in Hospitality, Communication, Business Administration, or a similar field strongly preferred. - 1-3 years’ experience in property management, real estate, leasing, temporary housing, or a similar field. - Excellent interpersonal and conflict resolution skills. - Professional written and verbal communication skills. - High level of attention to detail. - Able to meet deadlines and thrive in a fast-paced work environment. - Strong organizational and time management skills. Requirements - This job typically operates in a fully remote environment. - This role routinely uses computers, phones, etc. - While performing the duties of this job, the employee is regularly required to communicate in both a verbal and written manner. - The employee is frequently required to stand, walk, sit, use hands through fingers, handle or feel, and reach with hands and arms. - This position is full-time and will require a flexible schedule that may necessitate occasional evenings/weekends coverage. - Position will require on call responsibilities/support as scheduled by management. Benefits - Competitive pay. - Health, vision, dental and life insurance. - Paid time off. - 401(k) with company matching after one (1) year. - On the job training. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Build Strong and Positive-client Relationships through proactive communication and regular touchpoints, including phone calls, e-mails, and live screen-sharing sessions, to help clients succeed with our commerce enablement platform. • Become a Product Expert in our tools and use your knowledge to educate, coach, and mentor clients – empowering them to drive brand engagement and leverage digital touchpoints. • Independently own Customer Retention by monitoring client health, managing communication and system updates, and proactively addressing potential churn risks. • Develop Strategies to Expand Engagement, enable adoption, and mitigate churn -- identifying ways to increase client value through upsell and cross-sell opportunities. • Ensure Smooth Process during Onboarding by collaborating with the implementation team and preparing new clients for success post-launch, aligning activation to their goals, and digital strategy. • Distill and Share Best Practices across your portfolio, offering actionable insights, and tailored recommendations to enhance customer success. • Anticipate Client needs and Manage escalations, serving as a trusted advisor to your clients and collaborating closely with internal teams across Sales, Product, and Support. • Act as The Voice of the Customer by capturing and relaying feedback to internal teams, helping to inform platform improvements and evolve our offerings in line with client needs. • Work Collaboratively across Functions within the entire SPINS portfolio to ensure client growth opportunities are actively supported and promoted.