• Lead and support a team of up to 10 CRM Consultants, ensuring their work consistently meets Massive Rocket’s standards for quality, speed, and execution • Hold the team accountable to best‑in‑class delivery practices and the expectations of the CRM Practice • Lead the end‑to‑end execution of CRM initiatives within the Braze platform across multiple channels • Configure and customise Braze to bring strategies and campaigns to life with precision • Design and launch targeted, high‑impact marketing campaigns using Braze’s messaging capabilities • Leverage Braze’s segmentation and personalisation tools to tailor experiences to specific audience groups • Work closely with the strategy team and other stakeholders to ensure flawless alignment between strategy and execution • Partner directly with clients to understand their goals and shape solutions that deliver meaningful, lasting results

• Serve as the primary administrator and strategic owner of Gainsight. • Manage platform configuration, governance, integrations, reporting, permissions, and overall platform health. • Design and maintain customer health scoring frameworks. • Build and optimize Rules Engine automations, Playbooks, Success Plans, CTAs, and lifecycle workflows. • Develop and maintain executive dashboards, customer health reporting, renewal reporting, and operational metrics. • Ensure data quality and operational consistency across Customer Success systems. • Partner with Customer Success leadership to continuously improve processes, workflows, and operational effectiveness. • Design, build, and optimize customer lifecycle programs leveraging Gainsight Journey Orchestrator. • Develop customer segmentation strategies and scalable engagement programs. • Build automated customer journeys across onboarding, adoption, renewal, expansion, advocacy, and risk mitigation motions. • Partner with Customer Success Managers to improve customer engagement through automation and digital outreach. • Measure and optimize program effectiveness through reporting, analytics, and customer outcome tracking. • Support and evolve Accela's digital customer success strategy for long-tail customers. • Serve as the primary administrator and business owner for Staircase AI. • Develop and maintain customer intelligence programs that identify risk, adoption trends, renewal indicators, and expansion opportunities. • Operationalize customer insights and health signals across the Customer Success organization. • Build workflows that enable proactive customer engagement based on customer intelligence data. • Continuously improve customer health visibility and risk detection capabilities. • Identify opportunities to leverage AI and automation to improve Customer Success efficiency and customer outcomes. • Utilize AI tools such as Claude, Claude Code, ChatGPT, and related technologies to support workflow automation and operational scale. • Evaluate emerging AI technologies and recommend solutions that improve customer engagement and operational effectiveness. • Support the development of AI-powered customer success initiatives and autonomous workflow capabilities. • Explore MCP-enabled technologies and AI integrations that improve customer success operations.

• Manage a portfolio of 100+ customer accounts, providing strategic guidance and day-to-day support. • Build strong relationships with customers and serve as their primary point of contact. • Drive customer adoption, engagement, retention, and overall account health. • Lead proactive customer check-ins, business reviews, and success planning. • Respond quickly to customer questions and coordinate issue resolution across internal teams. • Partner closely with Product and Engineering by communicating customer feedback, reporting bugs, and identifying product improvement opportunities. • Help improve onboarding experiences, customer education, and success processes as the company continues to scale. • Maintain accurate customer records and ensure timely follow-up on all customer interactions.

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.