Senior Implementation Manager, Partner

About the role

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.

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

Requirements

The work is hands-on. We're looking for someone with a builder mindset and strong operational rigour.

Qualifications

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

Skills

Not specified

Benefits

• Equity packages — we want our success to be yours too
• Health benefits plans to support you and your wellbeing
• 401(k) retirement plan with company contribution
• Inclusive parental leave policy that supports all parents and carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup, and more
• Flexible leave options that empower you to be a force for good, take time to recharge, and support you personally

Pay

Not specified

Schedule

Hybrid role in Austin, Texas, with occasional travel to Sydney, Australia.