Field Solutions Lead (Flourish)

Job Description

Join the team redefining how the world experiences design.

Hiya, g'day, mabuhay, kia ora, 你好, hallo, vítejte!

Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.

Where and how you can work

Our flagship campus is in Sydney, Australia but we have a swanky new office in London that has all the bells and whistles. Even though you'll find us in Shoreditch, you have choice in where and how you work, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.

What you’d be doing in this role

As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

Flourish is the world’s leading data storytelling platform. It enables anyone to create beautiful graphics and interactive stories without coding. Since its launch in 2018, more than 1 million registered users have produced around 15 million graphics, which have racked up more than 30 billion views. Our customers range from leading financial and professional services firms, newsrooms and corporations to NGOs, universities and government departments all over the world.

Our customers include leading newsrooms (such as BBC and FT), major corporates (such as Goldman Sachs and Moody’s), NGOs (Amnesty, Rockefeller) plus universities all over the world.

Following our acquisition, Flourish is a proud member of the Canva family.

As the Field Solutions Lead, you’ll be the linchpin between our technical and customer-facing teams, overseeing Solutions Consulting, Technical Account Management, and Implementation teams. Your primary goal will be to streamline our technical service delivery and ensure scalable, efficient solutions that align with our customer success strategy and support our GTM efforts. You’ll work cross-functionally with Customer Success, Product, and Sales to craft high-impact solutions that maximize customer satisfaction and business growth.

At the moment, this role is focused on:

• Lead Technical Teams: Direct and manage the Solutions Consulting, Technical Account Management (TAM), and Implementation teams to deliver scalable solutions that align with customer and business needs.
• Drive Scalability & Efficiency: Develop and implement strategies to scale technical services, enhancing efficiency and ensuring seamless customer journeys from onboarding to post-sale support.
• Customer Success & Retention: Partner with the Customer Success team to align technical services with overall customer retention strategies, ensuring customers achieve desired outcomes with our solutions.
• Cross-functional Collaboration: Work closely with Customer Success, Product, and Enablement teams to drive a unified approach to customer engagements, integrating technical services seamlessly into the broader GTM motion.
• Strategic Leadership: Set goals, KPIs, and strategic initiatives for technical teams that align with overall company objectives, fostering a culture of continuous improvement and innovation.
• Customer Feedback Loop: Collaborate with product teams to share customer insights and technical feedback, helping to inform product roadmaps and future service offerings.
• Standardize Processes: Implement best practices and standardized processes for technical service delivery to ensure consistent, high-quality outcomes for all customers.
• KPIs: Focus on key performance metrics, including time to value, activation rate, attach rate, and successful onboarding experience.
• Mentorship & Team Development: Mentor and develop the technical teams, fostering a culture of growth, collaboration, and customer-first thinking.

You're probably a match if

• Experience: Proven track record of leadership in technical services roles within a B2B technology company, preferably in customer success or solutions delivery.
• Expertise: Deep understanding of solutions consulting, technical account management, and implementation methodologies.
• Strategic Mindset: Ability to develop and execute strategies that drive scalability, efficiency, and customer success.
• Customer-Focused: Passionate about delivering exceptional customer experiences and driving value through technical services.
• Collaborative: Excellent cross-functional leadership skills, with a demonstrated ability to work with diverse teams to deliver unified outcomes.
• Problem Solver: Strong analytical and problem-solving skills, with the ability to think strategically while managing day-to-