Head of Customer Success
EventsAir
Global Director, Professional Services
Phocas Software
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteJob Level
Lead
About the role
- Lead the global Professional Services organization to deliver consistent, high-quality implementations
- Build and develop a talent-dense leadership team that mentors and scales delivery capacity
- Oversee project execution to meet timelines, scope, and quality standards
- Reduce backlog and ensure accurate capacity planning and forecasting
- Partner with Sales, Account Management, and Customer Success for seamless handoffs and accountability
- Collaborate with Pre-Sales to ensure projects are scoped and packaged correctly
- Provide structured feedback to Product and Solutions to inform roadmap priorities
- Implement AI agents, automation, and an improved PS tech stack to enhance efficiency
- Launch and manage CSAT measurement programs to drive continuous improvement
- Personally engage with major tier implementations and support critical customer projects
- Expand global reach, adopt new technologies, and continuously refine delivery practices
Requirements
- Experience leading global Professional Services or consulting teams
- Proven track record building and scaling customer-focused, high-performing teams
- Track record of driving adoption, time-to-value, and customer satisfaction
- Skilled in capacity planning, backlog management, and operational forecasting
- Comfortable partnering cross-functionally across Sales, Success, and Product
- Experience embracing and deploying technology, automation, and AI to optimize services
- Hands-on leader willing to engage directly with customers when needed
- Bonus: Experience in SaaS or data/analytics software companies
- Bonus: Background designing and packaging services offerings with Product Marketing
- Bonus: Experience scaling PS organizations while maintaining cost neutrality
- Bonus: Experience implementing modern PS tools and project automation platforms
