Global Head of Professional Services

Accountabilities: Define global Professional Services strategy: Own the vision, strategy, and operating model for the organization, positioning the function as a competitive advantage in enterprise sales, implementation quality, and long-term customer success. Evolve service offerings: Expand and refine implementation, technical consulting, integration, hands-on build, and change management services to address increasingly sophisticated customer requirements. Differentiate implementation experiences: Develop high-touch and strategic implementation approaches that balance repeatable delivery models with the tailored expertise required by enterprise customers. Lead and develop a global organization: Manage a multidisciplinary team of implementation leaders, technical consultants, and services specialists. Recruit, coach, and develop directors, managers, and individual contributors while building a culture of ownership, curiosity, and continuous improvement. Drive implementation excellence: Establish standards for project governance, delivery quality, change management, and customer readiness across customer segments. Manage complex enterprise engagements: Oversee executive stakeholder alignment, technical dependencies, project risks, escalations, and successful transitions from Sales to Implementation and Customer Success. Measure customer and delivery outcomes: Define and monitor key performance indicators, including time to go live, implementation quality, scope adherence, customer sentiment, and handoff effectiveness. Build a commercially successful services business: Partner with Sales and Solutions Engineering to support complex enterprise opportunities through discovery, solution scoping, Statements of Work, and commercial planning. Own financial performance: Expand services revenue, establish sustainable delivery economics, manage margins and resource allocation, and assume responsibility for the function's profit and loss (P&L). Strengthen operational scalability: Lead capacity planning and resource forecasting, develop delivery playbooks and quality standards, and improve visibility into project health, utilization, performance, and operational risks. Improve efficiency and collaboration: Identify opportunities for process improvement, automation, and technology adoption while partnering with Product and Engineering to reduce recurring implementation challenges and improve the platform. Requirements: Significant experience building, scaling, or transforming a Professional Services organization within a high-growth B2B SaaS company. A proven ability to establish a long-term organizational vision and translate it into practical strategies, operating models, and measurable results. Strong commercial expertise in Professional Services, including service design, commercialization, revenue generation, delivery economics, margin management, and balancing business performance with customer outcomes. Extensive leadership experience hiring, developing, and managing senior leaders and technically sophisticated global teams. Demonstrated ability to set high performance standards, provide constructive feedback, and make thoughtful talent and performance management decisions. Technical fluency leading services for complex B2B SaaS platforms, including experience with enterprise integrations, data migrations, configuration, and sophisticated workflows. A strong track record of cross-functional partnership with Sales, Solutions Engineering, Customer Success, Product, Engineering, and Revenue Operations. Deep understanding of operational and delivery fundamentals, including capacity planning, resource forecasting, project economics, implementation methodologies, and performance metrics. Strong systems thinking and problem-solving skills, with the ability to challenge existing approaches and develop scalable solutions rather than relying solely on established playbooks. Excellent communication and executive presence, with the ability to simplify technical and operational complexity, influence senior stakeholders, and build trust with enterprise customers. Willingness to combine strategic leadership with hands-on engagement in operational details and complex customer situations. A continuous improvement mindset and commitment to building sustainable processes, strong ownership, and high-quality customer experiences. Benefits: US compensation: $215,000–$300,000 USD. Additional compensation: Equity and commission opportunities. Remote work: Fully remote position for candidates based in the United States. Employment: Full-time role. Compensation flexibility: Final compensation is determined based on factors including qualifications, experience, and geographic location.