We are seeking a strategic and execution-driven Head of Professional Services
to lead our general onboarding and implementation organization. In this role, you will own the full lifecycle of enterprise customer onboarding—from planning and configuration to activation—ensuring our clients achieve a fast, successful, and scalable deployment of our SaaS solution. You will lead a high-performing Professional Services team, collaborating closely with Onboarding, Support, Product, and Customer Success to drive measurable value, operational excellence, and customer satisfaction. Responsibilities
Own the Professional Services strategy, vision, and operating model ensuring world-class delivery for all new customers. Lead a multi-disciplinary team including Project Managers, Implementation Specialists, and Solution Engineers. Manage customer onboarding programs with timelines typically ranging from 1 to 6 months, driving structured delivery and predictable outcomes. Establish and optimize scalable processes, methodologies, and playbooks for deployment, configuration, integrations, and handover to Customer Success. Partner with Product and Engineering to influence roadmap and accelerate time-to-value based on implementation feedback. Monitor and continuously improve onboarding KPIs including activation rates, onboarding duration, customer satisfaction (CSAT/NPS), and adoption milestones. Support revenue growth through Professional Services scoping, pricing models, forecasting, and margin optimization. Ensure clear communication, proactive risk management, and stakeholder alignment on each project. Foster alignment with Customer Support & Customer Success to ensure smooth post-go-live transition and long-term success. Promote a customer-centric culture with strong focus on operational quality, transparency, and measurable outcomes.
Requirements
7+ years of experience in Professional Services, Customer Success, Delivery Management, or Consulting within a SaaS or technology environment. 3+ years of people management experience, including hiring, coaching, and organizational development. Demonstrated success leading complex SaaS implementations with multiple stakeholders and integration requirements. Strong understanding of API-based integrations, data migration, and enterprise onboarding best practices. Proven ability to design scalable delivery processes and effectively manage revenue and operational KPIs. Excellent communication, executive presence, and project governance skills. Ability to thrive in fast-moving, ambiguous, and high-growth environments.
Nice to Have
Experience in low-code/no-code
ecosystems or automation platforms. Background in B2B environments with multi-region customer bases. Familiarity with IT project management frameworks (PMP, Agile, Prince2 preferred).
What We Offer
Opportunity to shape and scale a key business function in a high-growth SaaS company. High ownership and empowerment to innovate on delivery models and customer experience. Collaborative, mission-driven culture with clear career progression.