Vice President of Professional Services

Role Overview

We are hiring a 100% remote VP of Professional Services (Customer Onboarding & Implementation) for a growing SaaS company that has raised over $100M. This role will oversee a team of 20+ and requires a builder who can rebuild onboarding from the ground up, tighten operations, and improve early retention.

The Ideal Profile

• Has led implementation / onboarding for SMB-heavy SaaS where time-to-value and throughput matter.
• Has designed and scaled standardized onboarding packages, playbooks, and capacity models.
• Experience building a Professional Services organization where implementation is often remote, templated, and high volume.

This is about building the onboarding and implementation engine that gets customers live faster, drives adoption, improves Time-to-Value (TTV), and reduces early churn.

Key Qualifications

1. Led high-volume implementation environments onboarding 100s of customers per month.
2. Experience redesigning onboarding/implementation at a SaaS company scaling through $100M+ ARR serving SMB and mid-market customers.
3. Proven impact reducing early churn and improving TTV with data/KPIs to support it.
4. Built segmented onboarding motions (high-volume SMB vs. more complex enterprise).
5. Leveraged AI and automation to reduce manual lift and improve customer experience.

What You Will Own

• End-to-end onboarding & implementation strategy: Build and operationalize a scalable onboarding motion that balances high-touch and tech-touch delivery models.
• Time-to-Value & Activation: Drive measurable improvements in onboarding speed, product adoption, and early-stage retention.
• Team Leadership & Scale: Hire, develop, and lead a team of onboarding managers, implementation specialists, and solutions consultants in a high-velocity, high-volume environment.
• Process & Playbooks: Standardize onboarding frameworks, customer segmentation, and repeatable playbooks across customer cohorts.
• Cross-functional alignment: Partner closely with Sales, Customer Success, Product, and Finance to ensure seamless handoffs and tight feedback loops.
• Systems & Tooling (AI-First Transformation): Design and implement an AI-first onboarding and implementation model, leveraging AI-assisted workflows, automated data mapping, and internal pilots to increase productivity.

Success Metrics

• Reduced time-to-value and faster go-lives across customer segments.
• Improved activation, adoption, and early retention metrics.
• Scalable onboarding model supporting 1000s of customers annually.
• High team engagement and strong leadership bench.
• Increased implementation capacity without linear headcount growth.

Requirements

• 10+ years of experience in Customer Onboarding, Professional Services, or Implementation within vertical SaaS.
• Proven experience leading teams in a high-growth, PE-backed or scaled SaaS environment.
• Track record of scaling from > $50M to $100M+ ARR.
• Deep experience with high-volume SMB onboarding models.
• Experience introducing automation, AI, or workflow-driven efficiency.
• Strong operator: process-driven, metrics-oriented, and execution-focused.
• Exceptional cross-functional leadership and communication skills.