Ideal Candidate Profile :

- Comes from SaaS/enterprise software, ideally where the product needs real implementation effort (not simple self-serve tools) think HR tech, CRM, ERP, martech, event tech, hospitality tech.

- Has led Professional Services, Implementation, or Customer Onboarding teams, not just Customer Success (CS is often relationship/retention-only; PS is delivery-heavy with budgets and timelines).

- Has genuinely managed P&L or a services budget, not just a headcount budget.

- Comfortable being the escalation point for angry enterprise clients so needs some scar tissue from high-stakes client situations.

- 20+ years total experience, 10+ in leadership is a senior ask this is a Director/Senior Director-level SaaS leader.

Requirements :

- Bachelors degree in Business, Information Technology, or a related field (or equivalent experience).

- 20+ years of total work experience.

- 8+ years of experience in professional services, with at least 10 years in a leadership position.

- Proven track record in leading SaaS implementations and customer success initiatives.

- Experience working with cross-functional teams (sales, product, engineering) in a fast-paced SaaS environment.

- PMP, ITIL, or other relevant certifications are a plus.

- Strong understanding of SaaS business models and subscription-based services.

Core Responsibilities :

- 1. A team of people (project managers, implementation consultants, trainers) hiring them, coaching them, setting their targets.

- 2. A P&L-ish budget services isn't free to deliver, so this person has to keep it profitable while keeping clients happy.

- 3. The client relationship during and after rollout when a big client implementation is going sideways, this person is the escalation point.