Pantheon Platform

Senior Director of Professional Services

Pantheon Platform

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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

Requirements

  • 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
Benefits
  • Industry competitive compensation and equity plan
  • Flexible time off, sick days, and 13 paid holidays
  • Comprehensive medical insurance including Health, Dental and Vision
  • Paid parental leave (plus fertility, adoption and other family planning benefits)
  • In-office workspace (San Francisco)
  • Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development
  • Events and activities both team-based and company wide that inspire, educate and cultivate

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Professional Services strategyimplementation deliverycapacity planningrevenue forecastingmargin optimizationKPI trackingoperational transformationAI-enabled delivery processesautomationcustomer onboarding
Soft skills
leadershipinfluencing stakeholdersaccountabilitycustomer-first culturecollaborationperformance managementcommunicationteam buildingstrategic thinkingproblem-solving