What is the type of contract for this position?

The contract for this position is a Full-time contract

Is telecommuting possible for this position?

No, telecommuting is not possible for this position

Head of Product Advocates job at Canva

Canva’s Commitment and Mission

At Canva, we celebrate diversity. We deeply believe that bringing together diversity of thoughts, perspectives and expression is key to building the best product, team and company. We look for many different skills and abilities, as well as how you can enhance Canva and our culture. So, even if you don’t think you quite meet all of the skills listed or tick all the boxes, we’d still love to hear from you!

Our mission at Canva is to empower the world to design and since launching in 2013, we have grown exponentially, amassing over 86 million monthly active users across 190 different countries and a team of over 3,000 people… and the best bit is that we’ve only achieved 1% of what we know we’re capable of.

Join us and design your future.

About the team

Growing our adoption and expansion in teams & businesses of all sizes is a core company strategy at Canva. We are doubling down on our premium and new product initiatives for businesses, and building a cross-functional Go-To-Market (GTM) engine consisting of Product, Growth, Marketing, Sales and Data.

A key pillar of this GTM engine and one of Canva’s big bets in 2022, is our Product-led Sales motion, a data & product-led customer acquisition strategy that complements our successful self-serve strategy.

This team will bridge the gap between self-serve and the strategic sales team by offering a layer of low-touch human support to customers. The goal is to assist paid teams in small and medium businesses to onboard and rapidly experience success on Canva, through a combination of low-touch conversion tactics, such as in-product chat, demos & webinars. Today we have seven Product Advocates based in Austin, but this number will expand and scale globally in the years to come.

Are you a leader who loves to lead and grow teams? Do you like to closely partner with cross-functional leaders across Canva to scale the team to ultimately deliver on our ambitious growth goals?

Canva’s Head of Product Advocates will be a key leader, working hand in hand with our Head of Product-Lead Sales and our VP of Sales & Success. This role will also closely collaborate with our Customer Happiness Team, Product and Marketing functions.

About you:

With experience in sales, customer success, or product support management, you love crafting strategies and translating them into real impact through exceptional operational execution and leadership.
You believe that customer experience is paramount, and love to build innovative industry-leading solutions, teams & processes around this core principle.
You can demonstrate experience of leading teams to success across borders and cultures, a collaborative approach, and the ability to drive outcomes.
You are looking for an opportunity to influence and impact the creation of a brand new GTM strategy for one of the most exciting and inspiring companies in the world.

Strategy & Team Building

Overseeing the existing team and developing a vision to optimize and scale it
Translating the Product-led sales strategy into a Product Advocate strategy to drive high quality customer interactions that maximize conversion and team efficiency
Building playbooks and training Canvanauts to successfully have these customer interactions
Supporting the health and well being to ensure growth, development and long term engagement

Data Insights & Measurement

Implementing a success framework to champion and lead productivity and performance across the team
Use data insights to ensure the team provides the most tailored experience with every customer interaction
Building systems and tooling which will track conversation effectiveness
Crafting and building a program to analyze the themes arising from customer conversations to build feedback loops to iterate and improve the product and the product led sales motion

Cross-Functional Collaboration

Serving as the liaison between the team and Canva, ensuring that the needs and interests of your group are represented in key cross-functional discussions, and communicating the impacts of those discussions back
Involvement in the Product feedback loop, ensuring our customers’ feedback and needs are heard and taken into account in Canva’s product roadmap
Helping define and operationalize the interplay between Product and Sales

What we are looking for:

You have experience leading a team of representatives in sales, customer success, or support; preferably in a high-growth, product-led B2B SaaS company.
Confident under pressure you can lead and scale teams across cultures and borders.
You have a passion for great customer experience and can translate customer needs and feedback to internal partners
You have the range to manage your team as well as collaborating cross functionally to get alignment and buy-in
You know how to balance strategic vision with the humility to roll up your sleeves and get your hands dirty
You pride yourself on being an owner and getting projects from ideation to go-live as quickly as possible!
You thrive wearing lots of hats, shifting gears from macro to micro, and uncovering all possible avenues to help your team and the business achieve its goals.

Working at Canva

Our culture is unlike anywhere else and we design your #CanvaLife experience to empower you to do the best work of your life.

Whether you’re in the office, working from home or choosing your own adventure, our benefits for permanent Canvanauts include:

• Equity packages for you to truly be a part of the Canva journey.

• We have a hybrid work model (in-office & from home), so while our offices are always open to you, we aim to come together for 8 days a year at minimum - balancing flexibility and connection

• Flexible leave so you can recharge, give back, support others or focus on your own professional development.

• Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey.

• An annual Vibe & Thrive allowance. This is for you to spend on whatever will support your wellbeing and development.. because you know what you need to Vibe and Thrive, better than anyone.

• Virtual and in-office wellness benefits including Canva University, Employee Assistant Programs and Fitness & Meditation Classes.

• Canva For Good program matching your not-for-profit donations, Force for Good leave (3 paid volunteering days) and a range of sustainability and ethical initiatives to get involved in.

We make hiring decisions based on your experience, skills and passion. Please note that interviews are conducted virtually. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

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Head of Product Advocates

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