Director, Professional Services

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

📋 Description

• Lead, mentor, and develop a Professional Services team spread across various regions.

• Take ownership of the entire delivery process — from implementation and onboarding to all associated handoffs.

• Act as a vital link within a geographically diverse Customer Experience organization, ensuring uniform visibility, context, and support across all regions.

• Create and refine the methodology that guides this team: developing playbooks, tools, and processes that function effectively, regardless of the work location.

• Proactively identify opportunities where AI can enhance delivery — including implementation planning, data migration, documentation, QA, and customer communication — and promote the adoption of these tools and workflows throughout the team.

• Collaborate with Sales and Customer Success on deal scoping, expansion discussions, and lifecycle handoffs to ensure customers receive consistent support.

• Provide valuable implementation insights to Product and Engineering — you'll have a quicker understanding than most of where product friction occurs.

• Manage key metrics: delivery timelines, utilization, customer satisfaction, and project health — and take appropriate action when these metrics are not met.

• Serve as the executive escalation point for challenging implementations, earning the trust of customers during critical moments.

• Strategically plan resourcing and capacity across regions proactively, rather than reactively responding to business needs.

⛳️ Requirements

• Over 8 years of experience in professional services, implementation, or delivery leadership within a SaaS or technology organization.

• More than 5 years of experience in leading and developing a services team, including direct management of distributed or offshore teams.

• A proven history of managing both complex enterprise-scale implementations with significant regulatory or operational implications, as well as rapid, high-velocity engagements.

• Proficient in SaaS delivery models and project methodologies, with the discernment to know when to adapt from standard procedures.

• A sincere interest in AI as a tool for delivery — whether you have previously utilized AI tools to expedite implementation or are the type of leader who actively seeks such innovations.

• Comfortable working across various time zones and cultures, with the adaptability to cultivate genuine working relationships with teams globally, rather than merely managing from afar.

• Possess the ability to engage effectively with a diverse range of stakeholders, from engineers to C-level executives.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development