Implementation Manager

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 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. 

What you’d be doing in this role

In this role, you’ll work closely with our strategic enterprise customers to lead a seamless onboarding experience for new clients, while also driving usage and engagement across our established customer base. You’ll share your expertise in Flourish by delivering both standard and tailored training, and by leading initiatives that encourage meaningful product adoption. As a trusted product expert, you’ll ensure customers feel excited, empowered, and fully equipped to create clear, engaging, and beautiful data visualisations with Flourish, directly contributing to Canva’s collective success and vision.

At the moment, this role is focused on:

• Becoming a Flourish product expert – Developing deep knowledge of all features and functionalities within your first month.

• Learning by shadowing – Gain hands-on experience by observing team members and customer conversations early on.

• Leading training sessions – Take ownership of beginner trainings for Publisher customers, progressing to onboarding larger Enterprise clients.

• Building customer relationships – Understand client use cases, provide tailored guidance, and identify opportunities for expansion.

• Delivering strategic training – Run impactful sessions for Enterprise customers, showcasing best practices and advanced use cases.

• Building documentation for scale - Create and maintain clear, accessible resources that standardise training and onboarding, enabling customers and internal teams to adopt Flourish efficiently at scale.

• Driving adoption and engagement – Support Customer Success to ensure new customers fully onboard within 30 days and help existing accounts increase usage and avoid churn.

• Contributing to growth – Partner with the team to uncover opportunities for contract expansion and help drive ACV across our customer base.

You're probably a match if:

• You have a commercial mindset, with experience in driving customer retention and account growth, with a clear understanding of how implementation activities contribute to long-term revenue.

• You have a talent for delivering engaging and educated training sessions and presentations, capturing the attention of diverse audiences and simplifying complex concepts.

• You're a problem-solver, with an ability to identify adoption challenges, propose scalable solutions, and drive customer value quickly.

• You're skilled at uncovering customer needs and workflows through structured questioning, with the ability to adapt approach for both executive stakeholders and end-users.

• A Relationship builder - you're comfortable building trusted relationships at multiple levels of a customer organisation, from analysts to senior executives.

• You've got proven capabilities in managing multiple projects on time in a fast-paced environment.

• You have data visualisation knowledge: Strong grasp of visualisation best practices and ability to advise customers on presenting data clearly, accurately, and persuasively.

• You have SaaS expertise: 3-5+ years of experience implementing SaaS solutions with ent

What we're looking for

We’re looking for someone who thrives in a fast-paced, dynamic environment and is passionate about empowering customers to succeed with Flourish. You’re a problem solver who loves to dig into product details, communicate effectively with diverse stakeholders, and find creative solutions to challenges. You’re motivated by the opportunity to help our clients unlock the full value of Flourish, and you excel in managing multiple projects simultaneously while delivering exceptional customer experiences. You’re independent, organised, and know how to prioritise effectively to overcome obstacles and keep things moving forward.

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
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Check out lifeatcanva.com for more info.

Other stuff to know:

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you don’t feel like your skills quite match what’s listed above - we still want to hear from you!

Please note that interviews are conducted virtually.

Qualifications