Director of Customer Success at Canva | Torre
Director of Customer Success
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Canva

Director of Customer Success

Canva
Posted by
Yuliana Velasquez Ramírez
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Full-time

Legal agreement: Employment

Compensation
USD57k - 157k/year
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Hybrid (United States)
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Posted over 5 years ago

Requirements and responsibilities

• Define and implement a strategy to improve customer experience, motivate/scale the team, develop talent, improve customer growth and retention • Analysis of operational metrics to determine strategic wins and drive process improvements that will unlock value for our customers. • Implement, improve and standardize key processes to ensure a consistent and reliable journey for customers. • Own the strategy for how we deliver support to Enterprise customers of all sizes. Develop programs and playbooks that support customers in a one-to-many delivery model all the way up to a strategic motion that supports one-to-few. • Forecast retention on a Monthly and quarterly basis • Work with Marketing to understand, and document the customer journey, and deliver campaigns that yield stronger results in customer growth and retention. • Grow the leadership capability in the org through hiring and mentorship. Develop and implement strategies that create a learning environment, attract and retain top performers, reduce ramp time, and scale the team. • Provide direction to the team by offering guidance on customer account management strategies, tools and approaches with their strategic accounts.
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