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

Canva • Austin, TX

4d • Hybrid

About The Position

Join the team redefining how the world experiences design. This role is focused on customer success and enthusiasm, leading the post-sale relationship for US Mid-Market and LATAM accounts across the full customer journey, including onboarding, training, adoption, and advocacy. It also involves account growth by building a deep understanding of customers' objectives, identifying growth opportunities, and partnering with the account team to renew and expand accounts. The role requires serving as a go-to resource for LATAM account engagement, bringing cultural awareness, language skills, and knowledge of regional business practices. Additionally, it involves working closely with cross-functional teams to identify product improvements and ensure clients are updated on the latest features and offerings.

Requirements

• 3+ years as a Customer Success Manager in B2B SaaS with a demonstrated history of meeting or exceeding renewal and expansion targets.
• Owned a book of business and can speak to your retention and growth results with specificity.
• Think like a business owner; manage revenue, proactively identify growth levers, negotiate strategically, and be comfortable with commercial accountability.
• Lead with curiosity, ask the right questions, connect product value to business outcomes, and position yourself as an indispensable partner.
• Professional fluency in Spanish and/or Portuguese is strongly preferred.
• Experience working with customers in Latin America and an understanding of regional business culture, buying dynamics, and compliance considerations.
• Build genuine trust at every level; skilled at multi-threading, navigating complex org structures, and developing executive-level credibility.
• Use data and analytics to build compelling narratives that influence both customer decision-makers and internal stakeholders.
• Resourceful, self-starting, and action-oriented; willing to write playbooks and get creative when things get hard.
• Communicate with passion and precision; rally cross-functional teams, present to executives, and tailor your message to any audience.
• Build rapport through authenticity; willing to challenge your own assumptions, seek feedback, and continuously improve.
• Operate with transparency and earn trust by doing what you say you'll do.

Nice To Haves

• Professional fluency in Spanish and/or Portuguese is strongly preferred.
• Experience working with customers in Latin America and an understanding of regional business culture, buying dynamics, and compliance considerations.

Responsibilities

• Lead the post-sale relationship for your US Mid-Market and LATAM accounts across the full customer journey, including onboarding, training, adoption, and advocacy.
• 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.
• 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.
• 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.

Benefits

• Equity packages
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed