This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Professional Services based in United States.
This role offers the opportunity to lead critical post-sale functions that directly influence customer success, retention, and business growth.
You will oversee professional services, onboarding, implementation, and customer success operations to create scalable processes and exceptional customer experiences.
The position requires a strategic operator who can combine operational rigor, customer empathy, and cross-functional leadership.
You will build the systems, frameworks, and insights needed to improve time-to-value and strengthen long-term customer relationships.
Working closely with customer-facing, product, engineering, and business teams, you will drive alignment across the entire customer lifecycle.
This is a high-impact leadership opportunity for someone passionate about building scalable programs, improving operational maturity, and delivering measurable outcomes in a fast-growing technology environment.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Professional Services based in United States.
This role offers the opportunity to lead critical post-sale functions that directly influence customer success, retention, and business growth.
You will oversee professional services, onboarding, implementation, and customer success operations to create scalable processes and exceptional customer experiences.
The position requires a strategic operator who can combine operational rigor, customer empathy, and cross-functional leadership.
You will build the systems, frameworks, and insights needed to improve time-to-value and strengthen long-term customer relationships.
Working closely with customer-facing, product, engineering, and business teams, you will drive alignment across the entire customer lifecycle.
This is a high-impact leadership opportunity for someone passionate about building scalable programs, improving operational maturity, and delivering measurable outcomes in a fast-growing technology environment.
Accountabilities:
- Lead and develop Professional Services teams, including onboarding and implementation functions, while fostering accountability and operational excellence.
- Own the complete customer onboarding journey from contract signature through implementation, launch, and achievement of customer value milestones.
- Establish onboarding frameworks, success criteria, implementation standards, and scalable processes to improve customer experience.
- Drive technical implementation quality, including API/SDK integrations, workflow configuration, testing environments, and launch readiness.
- Ensure smooth transitions between implementation teams and ongoing customer success teams with strong communication and knowledge sharing.
- Build and manage customer outcome frameworks, scorecards, and success measurement processes throughout the customer lifecycle.
- Develop and scale professional services offerings, including advisory engagements, technical services, and customer enablement programs.
- Define service packages, delivery standards, operational models, and capacity planning strategies to support growth.
- Partner with customer-facing teams to identify expansion opportunities and support renewal strategies through value-driven services.
- Lead Customer Success Operations initiatives, including tooling strategy, reporting, automation, and operational improvements.
- Own customer success platforms, health scoring models, lifecycle automation, dashboards, and reporting processes.
- Implement and optimize technology solutions that improve visibility, efficiency, and decision-making across post-sale teams.
- Create executive reporting packages, operational dashboards, and insights that support strategic decisions.
- Build and maintain customer success playbooks covering onboarding, renewals, escalations, business reviews, and expansion activities.
- Drive adoption of customer engagement tools and ensure accurate data capture to improve customer intelligence.
- Lead cross-functional programs involving Customer Success, Product, Engineering, Marketing, and Account Management teams.
- 7+ years of experience in Customer Success, Professional Services, Implementation, or related post-sale leadership roles within B2B SaaS environments.
- Proven experience leading customer onboarding and implementation programs at scale, including improving time-to-value outcomes.
- Hands-on experience implementing and optimizing Customer Success platforms such as Gainsight, Planhat, Totango, or similar tools.
- Strong project and program management skills with the ability to manage multiple complex initiatives simultaneously.
- Experience building customer health scoring models, reporting frameworks, and operational dashboards that drive action.
- Strong analytical mindset with the ability to use data to identify opportunities and improve business outcomes.
- Demonstrated ability to collaborate effectively with Customer Success, Product, Engineering, Sales, and Account Management teams.
- Builder mentality with experience creating processes, systems, and operational structures in high-growth environments.
- Strong leadership, communication, and stakeholder management skills with the ability to influence executive audiences.
- Experience managing professional services revenue models or P&L responsibility is a plus.
- Experience in identity verification, cybersecurity, fintech, regtech, fraud prevention, or related industries is preferred.
- Familiarity with technical integrations, APIs, SDKs, verification workflows, or complex software implementation processes is advantageous.
- Experience working in private equity-backed or rapidly scaling organizations is a plus.
- Competitive annual salary range of $177,405–$196,493, with adjustments based on location, skills, and experience.
- Medical and dental insurance coverage.
- Health and wellness programs.
- Flexible paid time off.
- 401(k) retirement plan with company matching.
- Employee recognition programs.
- Opportunities to work in a collaborative, diverse, and innovation-focused environment.
- Professional growth opportunities within a global technology organization.
The Director, Professional Services will lead the development and execution of scalable post-sale strategies, ensuring customers successfully adopt solutions, achieve business outcomes, and continue growing their partnership. This role combines team leadership, operational excellence, customer lifecycle management, and data-driven improvement.
Requirements:
The ideal candidate is an experienced post-sale leader with a strong background in B2B SaaS customer success, professional services, and operational scaling. You should have a proven ability to build processes, lead teams, and create measurable improvements across customer lifecycle operations.