Jan 26, 2023

Head of Product Advocates

  • Canva
  • Sydney, New South Wales, Australia

Job Description

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 100+ 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.

At the core of Canva’s Product-led Sales  motion is our team of Product Advocates, who provide a layer of low-touch human support to customers. The goal of this team 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 coming year.

To help us fulfill this vision, we are looking for a leader who’ll lead and grow the Product Advocates team, closely partner with cross-functional leaders across Canva to successfully scale our Product-led Sales motion and ultimately deliver on our ambitious growth goals.

Canva’s Head of Product Advocates will be a key leader of our Product-led sales motion team, 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 outstanding 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 have proven experience leading teams to success across borders and cultures, a collaborative approach, and the ability to drive outcomes.

You are targeting 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.

You'll be responsible for:

  • Strategy & Team Building
  • Leading all aspects of the existing Product Advocate 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 improve conversion and team productivity
  • Building playbooks and training to ensure successful customer interactions
  • Supporting the health of the Product Advocate team to ensure growth, development and long term engagement

  • Data Insights & Measurement
  • Implementing a success framework and monitor and lead productivity and performance across the team
  • Using 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 running 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 Product Advocate team and all other Canva business partners (including sales, support, legal, product, engineering, and revenue leadership), ensuring that the needs and interests of your group are represented in key cross-functional discussions, and presenting the impacts of those discussions back to your team
  • 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 the Product Advocates and our strategic sales organisation

What we are looking for:

  • You have experience leading a group of representatives in sales, customer success, or support; preferably in a high-growth, product-led B2B SaaS company
  • You have demonstrated experience leading and scaling teams across cultures and borders.
  • You have a passion for great customer experience and the capability to translate customer needs and feedback to internal collaborators
  • You have the range to lead a team and influence cross-functional partners and leaders throughout the company to get alignment and consensus
  • You know how to balance strategic vision with the humility to roll up your sleeves and get into the details
  • You pride yourself on being an owner and getting projects from ideation to launch as quickly as possible!
  • You love wearing lots of hats, shifting gears from macro to micro, and uncovering all possible avenues to help the 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), with our offices are always open to you 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.