Customer Experience Associate
•Rain· 6h
SupportFull-timeAmericas
6h ago
Canva·2 days ago
Join the team redefining how the world experiences design.
Hey, 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 office is in Sydney, Australia, but we've made our way from down under, to a campus in Austin, Texas which is now home to our US operations. This is a hybrid role in Austin, Texas, so you must be able to commute to our office 1-2 times a week.
About the Team
Implementation & Services at Canva is a dynamic, evolving team that plays a critical role in our global success. We empower customers to integrate Canva into their workflows, maintain consistent branding, accelerate campaigns, and foster design independence — while meeting enterprise-grade security and governance needs.
This team includes Strategic Implementation Managers and Technical Account Managers, supporting Canva’s largest customers. These are new and emerging motions as Canva scales into six-figure and above enterprise accounts. Sales is learning how to sell into this segment, while Services is building the capability to deliver measurable, repeatable value.
You will lead a team of ~10 individual contributors, with the opportunity to shape team structure, operating models, and future growth as the strategic business expands.
About the Role
This role combines strategic leadership with hands-on execution. You will streamline processes, build playbooks, and define success metrics to meet customer and business KPIs, while helping launch and scale paid implementation and services offerings.
You will partner closely with Sales, Customer Success, Product, and Engineering to ensure long-term customer success, while serving as a strong voice of the customer in product development.
We are hiring a global leader to build, scale, and lead a high-impact Strategic Account Services organization supporting Canva’s most complex and high-value customers.
You will oversee Strategic Implementation Managers and Technical Account Managers, ensuring enterprise customers achieve fast time-to-value, deep adoption, and durable success. This is a builder role, ideal for a leader who thrives in ambiguity, enjoys creating structure from scratch, and has scaled services teams in high-growth SaaS environments.
What you'll do
Lead & Scale a Global Services Organization
- Build, lead, and develop a global team of Strategic Implementation Managers and Technical Account Managers
- Define clear role charters, career paths, and performance expectations
- Coach and develop leaders who build customer-obsessed, high-performing teams
Own Strategic Customer Implementations
- Oversee complex, multi-stakeholder implementations for enterprise and strategic accounts
- Ensure predictable delivery, strong executive alignment, and measurable outcomes
- Engage directly with high-risk or high-visibility customers to ensure exceptional experiences
Partner Across the Business
- Collaborate closely with Sales, Customer Success, Product, and Engineering to align on customer outcomes
- Support pre-sales discovery, scoping, and executive conversations to instill confidence in post-sales delivery
- Influence go-to-market and services strategy for enterprise customers
- Provide structured customer feedback to inform product roadmap and platform investments
Build Scalable Services Operations
- Design and optimize implementation and services processes that scale globally
- Define and track success metrics including time-to-value, implementation health, and customer satisfaction
- Balance operational rigor with flexibility for strategic customers
Be a Builder
- Identify gaps, design solutions, and execute without waiting for perfect conditions
- Balance short-term execution with long-term organizational design
- Build systems, playbooks, and standards that scale with Canva’s growth
What we're looking for
We’re looking for a senior, builder-minded leader to establish and scale a global Strategic Account Services organization for Canva’s largest and most complex enterprise customers. This role blends strategic vision with hands-on execution, owning scalable operating models, playbooks, and success metrics while leading high-performing implementation and technical account teams.
Experience
Leadership & Mindset
Skills
What's in it for you?
Achieving our crazy big goals motivates us to work hard - and we do - but you'll also experience lots of moments of magic, connectivity, and fun woven throughout life at Canva. We also offer a range of benefits designed to set you up for success, both in and outside of work.
Here's a taste of what's on offer:
Other stuff to know
We make hiring decisions based on your experience, skills, merit and business needs, in compliance with applicable local laws.
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.