Services Leader, Strategic Accounts

Canva•Austin, TX

3d•Hybrid

About The Position

Join the team redefining how the world experiences design. 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, so you must be able to commute to our office 1-2 times a week. About the Team Implementation & Services at Canva is a dynamic, evolving team that plays a critical role in our global success. We empower customers to integrate Canva into their workflows, maintain consistent branding, accelerate campaigns, and foster design independence — while meeting enterprise-grade security and governance needs. This team includes Strategic Implementation Managers and Technical Account Managers, supporting Canva’s largest customers. These are new and emerging motions as Canva scales into six-figure and above enterprise accounts. Sales is learning how to sell into this segment, while Services is building the capability to deliver measurable, repeatable value. You will lead a team of ~10 individual contributors, with the opportunity to shape team structure, operating models, and future growth as the strategic business expands. About the Role This role combines strategic leadership with hands-on execution. You will streamline processes, build playbooks, and define success metrics to meet customer and business KPIs, while helping launch and scale paid implementation and services offerings. You will partner closely with Sales, Customer Success, Product, and Engineering to ensure long-term customer success, while serving as a strong voice of the customer in product development. We are hiring a global leader to build, scale, and lead a high-impact Strategic Account Services organization supporting Canva’s most complex and high-value customers. You will oversee Strategic Implementation Managers and Technical Account Managers, ensuring enterprise customers achieve fast time-to-value, deep adoption, and durable success. This is a builder role, ideal for a leader who thrives in ambiguity, enjoys creating structure from scratch, and has scaled services teams in high-growth SaaS environments.

Requirements

5+ years of people management experience in a SaaS environment
Proven experience leading implementation, professional services, or enterprise services teams
Direct experience supporting million-dollar+ SaaS accounts
Strong builder mentality — you enjoy creating, iterating, and scaling
Comfortable operating in ambiguity and fast-changing environments
Customer-first mindset with a strong bias toward action
Ability to balance empathy for customers with accountability for results
Executive-level communication and stakeholder management
Strong operational and analytical skills
Ability to influence cross-functionally without direct authority
Experience driving change in complex organizations

Nice To Haves

Experience managing global or distributed teams (preferred)
Background working with technical products or platforms; technically fluent (no coding required)

Responsibilities

Lead & Scale a Global Services Organization - Build, lead, and develop a global team of Strategic Implementation Managers and Technical Account Managers
Define clear role charters, career paths, and performance expectations
Coach and develop leaders who build customer-obsessed, high-performing teams
Own Strategic Customer Implementations - Oversee complex, multi-stakeholder implementations for enterprise and strategic accounts
Ensure predictable delivery, strong executive alignment, and measurable outcomes
Engage directly with high-risk or high-visibility customers to ensure exceptional experiences
Partner Across the Business - Collaborate closely with Sales, Customer Success, Product, and Engineering to align on customer outcomes
Support pre-sales discovery, scoping, and executive conversations to instill confidence in post-sales delivery
Influence go-to-market and services strategy for enterprise customers
Provide structured customer feedback to inform product roadmap and platform investments
Build Scalable Services Operations - Design and optimize implementation and services processes that scale globally
Define and track success metrics including time-to-value, implementation health, and customer satisfaction
Balance operational rigor with flexibility for strategic customers
Be a Builder - Identify gaps, design solutions, and execute without waiting for perfect conditions
Balance short-term execution with long-term organizational design
Build systems, playbooks, and standards that scale with Canva’s growth

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
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

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