Head of Innovation and Support Services

We are seeking a strategic and execution-driven Head of Professional Services to lead our global onboarding and implementation organization. In this role, you will own the full lifecycle of enterprise customer onboarding—from planning and configuration to activation—ensuring our clients achieve a fast, successful, and scalable deployment of our SaaS solution.

You will lead a high-performing Professional Services team, collaborating closely with Onboarding, Support, Product, and Customer Success to drive measurable value, operational excellence, and customer satisfaction.

Own the Professional Services strategy , vision, and operating model ensuring world-class delivery for all new customers.

Lead a multi-disciplinary team including Project Managers, Implementation Specialists, and Solution Engineers.

Establish and optimize scalable processes, methodologies, and playbooks for deployment, configuration, integrations, and handover to Customer Success.

Support revenue growth through Professional Services scoping , pricing models, forecasting, and margin optimization.

Ensure clear communication, proactive risk management, and stakeholder alignment on each project.

Foster alignment with Customer Support & Customer Success to ensure smooth post-go-live transition and long-term success.

Promote a customer-centric culture with strong focus on operational quality, transparency, and measurable outcomes.

7+ years of experience in Professional Services, Customer Success, Delivery Management, or Consulting within a SaaS or technology environment .

~3+ years of people management experience, including hiring, coaching, and organizational development.

~ Strong understanding of API-based integrations , data migration, and enterprise onboarding best practices.

~ Excellent communication, executive presence, and project governance skills.

~ Familiarity with IT project management frameworks (PMP, Agile, Prince2 preferred).

High ownership and empowerment to innovate on delivery models and customer experience.