Director of Professional Services (Healthcare SaaS) [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Professional Services (Healthcare SaaS) based in United States.

This senior leadership opportunity is ideal for an experienced professional passionate about delivering exceptional customer outcomes within a healthcare SaaS environment. You will oversee technical service operations spanning customer onboarding, implementations, application support, and service excellence while leading a high-performing, customer-focused team. Working cross-functionally with engineering, product, customer success, and clinical stakeholders, you will establish scalable service frameworks that ensure secure, efficient, and predictable customer experiences. The role combines strategic leadership with operational execution, driving continuous improvement, strengthening customer relationships, and supporting the successful adoption of innovative healthcare technology solutions. This is a fully remote position, with preference for candidates based in the Central or Western United States.

Accountabilities:

• Lead and develop the Professional Services organization, overseeing implementation, onboarding, technical support, and ongoing customer service operations.
• Establish scalable service delivery frameworks, including SLAs, escalation processes, case management standards, operational reporting, and service quality metrics.
• Drive secure, repeatable customer onboarding processes, ensuring successful authentication, connectivity, identity management, and system integration.
• Serve as the senior escalation point for critical customer issues, coordinating incident response, stakeholder communication, and resolution efforts.
• Partner closely with Customer Success, Product, Engineering, Platform, Sales, and Clinical teams to improve service delivery, accelerate customer adoption, and support account growth.
• Monitor operational performance through KPIs and dashboards, proactively identifying risks and implementing continuous process improvements.
• Build, mentor, and develop a high-performing customer-facing technical team while fostering a culture of accountability, operational excellence, and customer-first thinking.

Requirements

• 8+ years of experience in B2B SaaS service delivery, technical operations, or IT service management.
• At least 3 years of experience leading customer-facing technical or professional services teams.
• Proven experience supporting enterprise customers, preferably within regulated healthcare or similar highly regulated industries.
• Strong knowledge of SaaS implementations, onboarding processes, application support, incident management, and escalation governance.
• Experience collaborating with Engineering and Platform teams to resolve complex technical challenges and improve service delivery.
• Familiarity with identity and access management technologies, including SAML, OIDC, Auth0, Microsoft Entra ID, or Active Directory.
• Experience working with cloud-based applications, secure customer connectivity, and AWS environments.
• Strong understanding of service management metrics, SLAs, KPIs, and operational reporting.
• Excellent executive communication, stakeholder management, leadership, and organizational skills.
• Healthcare technology experience is highly desirable.
• Candidates based in the Central or Western United States are preferred.

Benefits

• Fully remote position within the United States.
• Opportunity to lead Professional Services within a rapidly growing healthcare SaaS organization.
• High-impact leadership role with significant cross-functional collaboration and executive visibility.
• Opportunity to shape scalable service operations, customer experience, and implementation best practices.
• Professional growth within an innovative, mission-driven healthcare technology environment.
• Collaborative culture focused on continuous improvement, operational excellence, and customer success.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.