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Strategic Customer Success Manager

Canva· Customer Happiness
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LondonFull-timePosted 2d ago

About the role

Enterprise Admin Support Specialist focused on in-region enterprise account and brand administration, delivering back-office and technical support to Canva’s most strategic customers in German-speaking EMEA.

Responsibilities

  • Manage and prioritise Enterprise support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards.
  • Troubleshoot and resolve standard support issues by analysing root causes and applying established workflows, escalating when needed.
  • Support Admins through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up.
  • Partner with Sales and CSM teams to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs.
  • Apply working knowledge of Canva enterprise features (e.g. SSO/SCIM, Brand Kit, User Management) to resolve cases, and contribute to team knowledge through documentation updates and sharing ticket trends.
  • Contribute to the Strategic Pod Support program to enhance customer retention, product adoption, and revenue expansion through targeted, high-impact support aligned with Customer Success goals.

Qualifications

  • Strong problem-solving, clear communication, and a customer-first mindset.
  • Clear and confident communication, adaptable to support both customers and internal stakeholders.
  • Strong English communication skills and fluent German (spoken and written).
  • Ability to troubleshoot a range of technical and account-related issues, using sound judgement to analyse problems, apply appropriate solutions, and escalate when needed.
  • Working knowledge of systems like SSO, SCIM, and content management to resolve cases with increasing independence.
  • Ability to manage and prioritise work effectively, balancing multiple tasks and competing demands.
  • Proactive, customer-focused approach to understand needs and drive issues to resolution.
  • Collaborates effectively with cross-functional partners during onboarding, escalations, and ongoing support.
  • Demonstrates ownership and accountability for work, maintaining clear communication throughout the support process.
  • Detail-oriented and organised, ensuring accuracy and consistency across case handling and follow-up.
  • Commitment to continuous improvement, building product knowledge and contributing to team learning and process improvements.

Skills

Required:Problem-solvingGerman language proficiencyEnglish language proficiencySSO/SCIMBrand KitUser Management

Benefits

  • Equity packages
  • Inclusive parental leave policy
  • Annual Vibe & Thrive allowance for wellbeing, social connection, and office setup
  • Flexible leave options to support personal commitments
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Canva

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