Director of Professional Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Build trust and credibility swiftly with your team and cross-functional partners while developing a clear perspective on our delivery process and identifying areas where speed and efficiency could be improved.

• Recognize and initiate early impactful changes, showcasing a preference for action and experimentation instead of waiting for a complete assessment cycle.

• Take ownership of key delivery metrics (CSAT, time to implementation, utilization, and delivery predictability), and create a rhythm and visibility to manage these metrics effectively.

• Guide the team towards operational modifications that significantly reduce time-to-implementation across all products without compromising quality.

• Redefine how the team is assessed and incentivized to focus on rewarding impact and outcomes rather than mere activity.

• Elevate performance across the organization by establishing systems that provide clear expectations, priorities, and feedback.

• Transform roles within the team by leveraging scalable, innovative technology and methodologies to alter the approach to delivery work.

• Establish a scalable delivery operating model that supports Clutch as new products are launched into the market.

• Cultivate the managerial layer into leaders who can independently own results, enhance performance, and develop their teams.

• Provide clear, executive-level insights into delivery health, risk, and the economics of the process, actively contributing to growth strategy and direction.

⛳️ Requirements

• Over 10 years of experience in SaaS Professional Services or Software Delivery, including at least 3 years managing leaders rather than just individual contributors.

• A demonstrated history of scaling and transforming delivery processes end-to-end that yield significant efficiency gains in time and resources, without compromising quality or customer satisfaction.

• Proven success collaborating closely with Product and Engineering teams, being comfortable in areas where delivery and product intersect.

• Strong leadership capabilities: able to coach and nurture managers, build resilient teams, and drive alignment on vision and objectives.

• A tendency towards action and experimentation in a dynamic, fast-paced environment, with the ability to adapt quickly.

• High fluency in AI and a commitment to continually reinventing how work is accomplished, seeking technology to rethink “today’s role” rather than relying on traditional methods or historical practices.

• Ability to influence in all directions: engaging with executives, peer functions, and down through the management hierarchy.

• Solid understanding of SaaS implementation lifecycles, enterprise clients, and recurring-revenue economics.

• Familiarity with PSA tools and SaaS delivery analytics.

• Experience in financial services, fintech, or other regulated industries is highly preferred.

🏝️ Benefits

• Remote Flexibility: Experience the freedom of working remotely from anywhere, allowing for a seamless balance between life and career.

• Unforgettable Off-Sites: Twice a year, connect with colleagues in exciting locations, promoting teamwork and new ideas.

• Paid Time Off: Benefit from flexible PTO days each year for rest and rejuvenation.

• Stock Options: By joining us, you’ll have a stake in our success, receiving stock options as part of your compensation package.

• Home Office Setup: Design your perfect workspace with a dedicated budget for home office essentials.

• Work Trip Budget: Personal and professional growth supported by a budget for work-related travel and co-working.

• Health Coverage: Prioritize your health with comprehensive health and dental insurance plans.