Mid-Market Customer Success Manager – North America & LATAM (Bilingual)

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          "text": "<p><strong>Join the team redefining how the world experiences design.</strong></p><p>Hiya, g'day, mabuhay, kia ora, 你好, hallo, vítejte!</p><p>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.</p><p><strong>Where and how you can work</strong></p><p>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. You have choice in where and how you work, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.</p><p><strong>What you’d be doing in this role</strong></p><p>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.</p><p><strong>At the moment, this role is focused on:</strong></p><ul><li><p>Customer success and enthusiasm: Lead the post-sale relationship for your US Mid-Market and LATAM accounts across the full customer journey, including onboarding, training, adoption, and advocacy.</p></li><li><p>Account growth: Build a deep understanding of your customers' objectives through relationship building and multi-threading. Identify growth opportunities within existing accounts through forecasting, and partner closely with your account team to renew and expand them.</p></li><li><p>Regional expertise: Serve as a go-to resource for LATAM account engagement, bringing cultural awareness, language skills, and knowledge of regional business practices to the broader team.</p></li><li><p>Identify opportunities: Work closely with cross-functional teams to identify product improvements and ensure that our clients are up to date on the latest features and offerings.</p></li></ul><p><strong>You're probably a match if</strong></p><ul><li><p>Proven Track Record: <strong>3+</strong> years as a Customer Success Manager in B2B SaaS with a demonstrated history of meeting or exceeding renewal and expansion targets. You've owned a book of business and can speak to your retention and growth results with specificity.</p></li></ul><ul><li><p>Commercially Minded: You think like a business owner. You don't just manage relationships, you manage revenue. You proactively identify growth levers, negotiate strategically, and aren't afraid of commercial accountability.</p></li></ul><ul><li><p>Consultative &amp; Strategic: You lead with curiosity. You ask the right questions, connect product value to business outcomes, and position yourself as an indispensable partner rather than a reactive resource.</p></li></ul><ul><li><p>LATAM Experience &amp; Language Skills: Professional fluency in Spanish and/or Portuguese is strongly preferred. You bring experience working with customers in Latin America and an understanding of regional business culture, buying dynamics, and compliance considerations.</p></li></ul><ul><li><p>Relationship Builder: You build genuine trust at every level. You're skilled at multi-threading, navigating complex org structures, and developing executive-level credibility that creates lasting partnerships across cultures and time zones.</p></li></ul><ul><li><p>Data-Driven Storyteller: You use data and analytics to build compelling narratives that influence both customer decision-makers and internal stakeholders. You don't just report metrics, you interpret them.</p></li></ul><ul><li><p>Bias for Action &amp; Grit: You're resourceful, self-starting, and action-oriented. You don't wait for playbooks to be written; you write them. When things get hard, you get creative.</p></li></ul><ul><li><p>Communication &amp; Influence: You communicate with passion and precision. You can rally cross-functional teams, present to executives, and tailor your message to any audience, in any language your customers speak.</p></li></ul><ul><li><p>Integrity &amp; Humility: You build rapport through authenticity. You're willing to challenge your own assumptions, seek feedback, and continuously improve. You operate with transparency and earn trust by doing what you say you'll do.</p></li></ul><p><br>\n<strong>About the team</strong></p><p>At Canva, we've developed our own sales methodology leveraging our product and creativity to drive value in organizations that are already engaged with our product. The core focus of our team is to prove the power of Canva within recognizable global brands and Enterprise customers. We help our customers realize more value with Canva by educating, enabling, and empowering them to be their most creative self. In short, we want to bring as much value to our partnership with our customers as possible.</p><p>Our rapid growth (100+ million monthly active users and growing) means we don’t have all the answers - and we’re hoping you’ll think that’s all part of the fun of it. Our business is growing quickly so every interaction is a chance for you to learn valuable insights about our markets. Of course, with growth comes some ambiguity, but if you’re curious and open to change then you’ll thrive in Sales and Success.</p><p><strong>What's in it for you?</strong></p><p>Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a range of benefits to set you up for every success in and outside of work.</p><p>Here's a taste of what's on offer:</p><ul><li><p>Equity packages - we want our success to be yours too</p></li><li><p>Inclusive parental leave policy that supports all parents &amp; carers</p></li><li><p>An annual Vibe &amp; Thrive allowance to support your wellbeing, social connection, office setup &amp; more</p></li><li><p>Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally</p></li></ul><p>Check out lifeatcanva.com for more info.</p><p><strong>Other stuff to know</strong></p><p>We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.</p><p>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!</p><p>Please note that interviews are conducted virtually.</p>",
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