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Head of Account Expansion & Success, EMEA

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Canva

2mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Sales & Business Development
  • London
  • Quick Apply

AI generated summary

  • You drive renewals and expansions in SaaS, excel in commercial negotiations, build operating models, navigate product transitions, and align teams around shared goals.
  • You will drive post-sale revenue, lead CSMs and AEs, establish commercial rhythms, oversee customer migrations, strategize with sales leaders, and build scalable playbooks and metrics.

Requirements

  • You own a number and know how to grow it — renewals, expansions, and NRR are your primary metrics, not health scores
  • You've led post-sale or renewal teams in SaaS, ideally across multiple products or customer segments, and you've driven growth (not just satisfaction)
  • You have strong commercial negotiation skills and executive presence — comfortable in front of enterprise customers and in internal commercial discussions
  • You've built operating models from scratch before — playbooks, forecasting, tooling, and team capability in a high-growth, ambiguous environment
  • You've navigated product transitions or platform migrations with commercial accountability and customer-facing ownership
  • You're a collaborative operator who can align regional sales, product, and finance teams around shared goals and joint pipeline

Responsibilities

  • Owning the post-sale revenue number across Leonardo AI, Flourish, and Remove.bg — renewals, expansions, and commercial negotiations
  • Leading and developing a team of CSMs and AEs across EMEA, AMER, and APJ, building a culture that is as commercially sharp as it is customer-focused
  • Establishing a commercial operating rhythm — pipeline reviews, renewal forecasting, and expansion plays that connect the team to revenue outcomes
  • Driving the Canva Paper migration for existing customers, maintaining commercial continuity and capturing upsell opportunities through the transition
  • Partnering with Regional Sales leaders and the BU Lead on account strategy, co-sell motions, and multi-threading across the Canva and Fleo portfolio
  • Building scalable CS playbooks, tooling (SFDC, Gong), and metrics that will outlast the current build phase — and set up future Canva acquisitions for success

FAQs

Do we support remote work?

Yes, we offer flexibility to work in a way that suits you, whether that's in-office, hybrid, or remote.

What is the focus of this role?

This role focuses on owning the post-sale revenue number across three of Canva's acquired businesses: Leonardo AI, Flourish, and Remove.bg, including renewals, expansions, and commercial negotiations.

What kind of team will I be leading in this role?

You'll be leading and developing a team of Customer Success Managers (CSMs) and Account Executives (AEs) across EMEA, AMER, and APJ, fostering a culture that is both commercially sharp and customer-focused.

How does Canva define success for this role?

Success in this role is defined by your ability to grow renewals, expansions, and net revenue retention (NRR), with a focus on driving growth rather than just customer satisfaction.

What tools will I be using in this role?

You will be building scalable Customer Success playbooks and using tools such as SFDC (Salesforce) and Gong, among others, to manage metrics and outcomes.

Is there an opportunity for professional development in this position?

Yes, the role includes building operating models and team capabilities that will set up future Canva acquisitions for success, contributing to both professional growth and organizational goals.

What is the annual recurring revenue managed by the team?

The team manages over $20M in annual recurring revenue across the three distinct product lines.

What benefits does Canva offer?

Canva offers equity packages, an inclusive parental leave policy, an annual Vibe & Thrive allowance to support your wellbeing, flexible leave options, and more.

How does Canva approach diversity and inclusion in hiring?

We celebrate all types of skills and backgrounds at Canva. We make hiring decisions based on experience, skills, passion, and cultural fit, and we welcome applications even if candidates don't feel their skills perfectly match what's listed.

How are interviews conducted for this position?

Interviews for this position are conducted virtually.

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Canva

Design anything. Publish anywhere.

Technology
Industry
1001-5000
Employees
2012
Founded Year

Mission & Purpose

We're a global online visual communications platform on a mission to empower the world to design. Featuring a simple drag-and-drop user interface and a vast range of templates ranging from presentations, documents, websites, social media graphics, posters, apparel to videos, plus a huge library of fonts, stock photography, illustrations, video footage, and audio clips, anyone can take an idea and create something beautiful on Canva on any device, from anywhere in the world. Since our launch in 2013, we’ve had the crazy big goal of making design accessible to everyone. We were founded on the belief that people shouldn't need to understand complex software to unlock their creativity. We’re leveling the playing field and democratizing access to design and visual communication by empowering 100% of the world to communicate in a way that was once limited to the 1%. We've always had a deeper mission surrounding Canva — which we talk about as our 'simple' two-step plan: to build one of the world’s most valuable companies, and to do the most good we possibly can. We're committed to our core value of Being a Force for Good, so as the value of our company grows, so too does our ability to have a positive impact on the world.

Benefits

  • Flexible Work

    Flexible work arrangements, with the opportunity to come together for connection, community and impact.

  • Parental Leave

    Generous parental leave entitlements that put every family at the heart of the experience.

  • Vibe & Thrive

    An annual Vibe & Thrive allowance 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.

  • Force for Good

    A focus on being a Force For Good, with community initiatives and programs, and sustainable practices, including carbon-neutral operations.

  • Epic recharge

    Celebrate 5 years at Canva with a month off and a budget to support your epic recharge.

  • Flexible Leave

    An additional 5 days of paid leave to support our team to balance their work and life commitments.

  • Equity Packages

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