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Pantheon · 1 week ago

Senior Director of Professional Services

United States

Full-time

Remote

Director/Executive

10+ years exp

Pantheon is a leading WebOps Platform that powers over 300,000 sites globally, serving clients such as Google and Doctors Without Borders. They are seeking a Senior Director of Professional Services to lead the strategy and execution of their customer implementation and services organization, focusing on delivery excellence and customer outcomes.

Cloud InfrastructureInternetSaaSSoftwareWeb DevelopmentWeb Hosting

No H1B

Responsibilities

Define and execute the Professional Services strategy aligned to company growth, customer segmentation, customer experience, product maturity and expansion opportunities

Own end-to-end implementation delivery, onboarding, and paid services offerings across the customer lifecycle – driving time-to-value and long-term customer outcomes

Establish scalable, repeatable delivery models (standard, accelerated, enterprise, solution partner-led, etc) aligned to customer segment and complexity

Drive predictable project timelines, quality, and customer satisfaction

Own services P&L, including revenue forecasting, margins, utilization, and cost controls

Optimize capacity planning, utilization targets, and workforce models to support scale and predictability

Improve forecasting accuracy and delivery predictability through disciplines operating rhythms and data-driven decision making

Partner with Rev Ops and Finance on pricing, packaging, and margin optimization

Build, lead, and scale a high-performing, globally-distributed team of services leaders, project managers, consultants, and implementation specialists

Set clear performance expectations, career paths, and development plans across regions and roles, fostering consistency and accountability

Drive accountability, operational rigor, and a strong customer-first culture across internal teams and partner ecosystems

Partner closely with Customer Success to ensure seamless post-implementation handoffs, shared accountability for outcomes, and ongoing value realization

Collaborate with Sales and Solutions Engineering on scoping, SOWs, and pre-sales alignment to ensure delivery feasibility and customer expectations are set correctly

Work with Product to establish feedback loops from implementation challenges and customer needs to influence roadmap and product maturity

Align with Support to ensure smooth transitions, clear, ownership, and issue escalation paths

Design and implement scalable, AI-enabled delivery processes, methodologies, and governance to improve predictability, speed, and quality

Own and evolve services tooling (PSA, project tracking, resource management, reporting) leveraging automation and AI to optimize planning, delivery, and utilization

Define, automate, and track KPIs such as time-to-value, on-time delivery, CSAT, utilization, and gross margin to enable proactive management and continuous improvement

Qualification

Professional Services StrategySaaSPaaS Delivery ModelsServices P&L ManagementOperational TransformationAIAutomationPSA Tools ExperienceData-Driven Decision MakingChange ManagementLeadershipCustomer FocusCollaboration

Required

10+ years of experience in Professional Services or Implementation within a SaaS, PaaS or technology environment

5+ years in senior leadership roles managing managers and scaling services teams

Proven experience owning a services P&L with strong margin and utilization outcomes

Deep understanding of SaaS or PaaS delivery models, enterprise implementations, and customer onboarding

Track record of operational transformation and scaling services in a growing organization

Experience leveraging AI and automation to improve delivery efficiency, forecasting accuracy, utilization, and customer outcomes

Strong executive presence with the ability to influence cross-functional stakeholders

Experience with PSA and services operations tools (e.g., Rocketlane, NetSuite OpenAir, Salesforce, Jira, etc), including driving automation and insight through these systems