Senior Implementation Manager, Partner

Canva•Austin, TX

12d•Hybrid

About The Position

Join the team redefining how the world experiences design. 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. The Implementation team at Canva plays a pivotal role in enabling customers to unlock the full value of Canva Enterprise. We help organizations streamline workflows, maintain brand consistency, accelerate campaign launches, and foster design independence—all while ensuring security and scalability. Partner Implementation is how we deliver on that at scale. As Canva grows across regions and languages, our partner network is how we meet customers where they are — extending our reach without compromising on quality or customer experience. Building and scaling our partner program is critical to Canva's growth. Partners give us the ability to do more with less — it's a key part of how we take Canva to market. This is a senior IC role for someone to stand up our partner implementation motion, leading the subcontracting flow and supporting Direct to Partner initiatives. You'll own this function end-to-end: standing up the partner certification program, building governance and quality processes, running ongoing enablement, and ensuring every partner-delivered engagement meets the same bar as one delivered by Canva directly. You'll be the face of this program and work cross-functionally across Sales, CS, and Operations. The work is hands-on. We're looking for someone with a builder mindset and strong operational rigour.

Requirements

Builder mentality: you've stood up programs or processes from scratch, not just inherited them.
Ops and process depth: you build systems that run without you, close loops, and document clearly.
Partner or vendor experience: you understand delivery accountability structures and can hold partners to them.
SaaS implementation fluency: you know what good customer onboarding looks like and how to assess it.
Enablement experience: you've built and run training programs — you know how to get external parties up to speed quickly and keep them current as things change.
Program management: you can run multiple workstreams in parallel, keep stakeholders informed, and make sure nothing falls through the cracks.
Clear communicator: you can write a firm improvement plan, a tier decision, or a partner-facing policy simply and directly.
Cross-functional partnership: you coordinate across AEs, CSMs, Deal Desk, and Systems without a manager brokering every conversation.

Nice To Haves

Systems proficiency: Experience working and building in systems like Salesforce (nice to have).

Responsibilities

Build the certification and enrollment program: Design and own the partner certification process — product and process training, certification, ongoing enablement (new product launches, etc.), and ongoing FAQ management.
Ensure AEs have the tooling and confidence to sell Direct to Partner.
Run day-to-day partner operations: Own and maintain the certified partner directory (region, language, specialty, capacity, pricing) so deals are routed to the right partner.
Own the weekly check-in cadence and a single Slack channel per partner — no ad-hoc email threads.
Be the escalation point when a partner engagement hits a blocker that Slack Q&A can't resolve.
Track CSAT, seat activation, time-to-go-live, and escalation rate across every partner engagement.
Run 6-month scorecard reviews; issue improvement plans, tier changes, and decertification decisions in writing.
Enforce exit criteria so partners are handing over customers who are successfully set up — the CSM handoff doesn't close until criteria are met.
Build reporting and manage payments: Own the tracking and governance systems that give cross-functional visibility into partner-led implementations.
Track and process partner payments accurately and on time.