Director, Professional Services

About the role

This role will lead operational priorities where safety, quality, compliance, and execution discipline are central to success. You will collaborate with field leadership, support functions, and cross-functional stakeholders to improve accountability, service delivery, and operational consistency. The position offers the opportunity to influence operational scale, customer outcomes, and organizational performance within a technology-driven environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $177,405 – $196,493 annually

Responsibilities

• Lead and develop the Professional Services and Customer Success Operations teams
• Own the complete customer onboarding journey from contract to go-live
• Define, enforce, and track onboarding milestones and adoption expectations
• Drive integration quality and ensure thorough pre-launch processes
• Transition smoothly from onboarding to long-term customer engagement
• Manage the billable services portfolio and define service delivery standards
• Oversee the optimization and implementation of customer success technology solutions
• Create actionable customer health score models for proactive engagement
• Design and report on key operational metrics to stakeholders

Qualifications

• 7+ years in Customer Success or post-sale leadership in B2B SaaS
• Demonstrated success in scaling customer onboarding and driving Time to Value
• Hands-on experience with Customer Success platforms like Gainsight or Totango
• Strong project management skills across multiple workstreams
• Experience developing health score models and actionable at-risk reports
• Excellent collaboration skills with cross-functional teams
• Data-driven approach to decision-making and system building

Benefits

• Medical and dental insurance
• Health and wellness programs
• Peer recognition initiatives
• Flexible time off policy
• 401K matching contributions