Director, Technical Services

Job Description

Join the team redefining how the world experiences design.

Hello, hey, 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 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.

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.

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-day operations.
• Leadership: Experience in managing and mentoring technical teams, with a focus on creating a positive and high-performing team culture.
• Communication: Excellent verbal and written communication skills, capable of presenting technical information to both technical and non-technical stakeholders.

What's in it for you?

Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a range of benefits to set you up for every success in and outside of work.

Here's a taste of what's on offer:

• 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 poli