Director of Professional Services

Director of Professional Services Job type: Full Time · Department: Post Sales · Work type: On-Site San Francisco, California, United States About Rocketlane Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation. Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects—reducing chaos and boosting customer satisfaction across industries. We’re a close-knit team of over 200+ passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $45M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners. About the Role We are looking for a Director of Professional Services who will build, lead, and scale the delivery engine that turns Rocketlane customers into champions. You will own the strategy, execution, and team that ensures enterprise customers successfully implement, adopt, and extract value from Rocketlane at scale. You will be hands‑on with critical accounts, architect delivery frameworks that scale, leverage AI to unlock radical efficiencies, and build a team culture where consultants are strategic advisors, not order‑takers. You will operate at the intersection of customer success, product influence, and operational excellence—owning outcomes, not just activities. If you have scaled PS teams in high‑growth SaaS environments, believe AI is fundamentally changing how services are delivered, and want to build something from the ground up with significant autonomy, this role is for you. What you will do Strategic Leadership & PS Vision Own the Professional Services strategy for the US market, ensuring alignment with Rocketlane's business goals, revenue targets, and customer outcomes Define the PS operating model: delivery approach, engagement models, services pricing strategy, and service portfolio Partner with Sales leadership to influence enterprise deal strategy, scoping, and margin optimization Serve as executive sponsor for strategic accounts, guiding implementation strategy and ensuring customer success Present PS performance, trends, and strategic recommendations to executive leadership and board Team Building & Leadership Recruit, lead, mentor, and scale a team of Implementation Managers and Solution across the US Build a high‑performance culture where the team operates as strategic advisors, not just implementers Establish clear accountability structures: who owns what, how success is measured, and how teams collaborate Foster a customer‑first culture balanced with healthy delivery discipline (scope management, profitability, scalability) Lead by example: stay hands‑on with complex implementations, jump into customer escalations, and mentor through real scenarios Delivery Excellence & Operational Frameworks Design and evolve delivery frameworks, PS playbooks, and repeatable methodologies that enable scale without sacrificing quality Establish implementation standards: project templates, phase gates, quality checkpoints, customer handoff criteria Build resource management discipline: utilization targets, capacity planning, skill‑based allocation, bench management Define and track key PS metrics: utilization rate, gross margin, customer satisfaction (CSAT/NPS), time‑to‑value, project health, revenue per consultant Implement delivery governance: weekly pipeline reviews, project health checks, escalation protocols, lessons learned processes Create training and certification programs to ramp new team members faster and maintain delivery consistency AI‑Powered Delivery Innovation (MUST‑Have) Lead the charge on using AI to radically improve delivery efficiency and unlock new capabilities for customers Identify where AI can compress implementation timelines, automate repetitive work, enhance solution quality, or enable new service offerings Experiment with AI‑assisted development (MCPs, Claude, Cursor), automated documentation, conversational project management, and intelligent data migration tools Build case studies showing how Rocketlane uses AI in its own delivery organization—making this a competitive differentiator Partner with Product team to influence AI roadmap based on what would most accelerate PS delivery Customer Relationship & Executive Advisory Build and strengthen executive‑level relationships with key enterprise customers (VP and C‑level stakeholders) Act as strategic advisor and escalation point for complex customer situations (scope disputes, technical blockers, stakeholder misalignment, at‑risk projects) Conduct Monthly Business Reviews (EBRs) / SteerCos with strategic accounts, showcasing value delivered and uncovering expansion opportunities Translate customer feedback into product influence: what features would reduce implementation effort, improve adoption, or unlock new use cases Represent the voice of the customer internally, ensuring PS insights shape product, sales, and go‑to‑market strategy Cross‑Functional Collaboration Partner with Sales leadership to improve deal qualification, scoping accuracy, and handoff quality from pre‑sales to delivery Collaborate with Product and Engineering to prioritize roadmap items that reduce PS delivery effort or enable new service offerings Work with Customer Success to define the handoff from implementation to ongoing adoption and ensure seamless customer experience Influence Marketing on positioning, case studies, and thought leadership that showcases PS value and differentiates Rocketlane Who You Are Experience & Track Record 10–15 years in Professional Services, Client Services, or consulting roles, with at least 5 years leading and scaling PS teams Proven experience building or scaling PS organizations in B2B SaaS (ideally enterprise software, workflow platforms, PSA/CRM/ERP, or AI‑native products) Track record of leading teams through high‑growth phases: scaling from 5 to 20+ consultants, entering new markets, launching new service offerings Deep hands‑on delivery experience before moving into leadership: you have led complex enterprise implementations and know what good looks like Experience managing P&L for a services organization: revenue targets, gross margin accountability, resource planning, pricing strategy Leadership & People Development Exceptional at building, coaching, and retaining high‑performing teams Strong track record developing talent: promoting from within, creating career paths, mentoring future leaders Comfortable with difficult conversations: performance management, scope negotiations, customer escalations Lead by influence, not authority: you earn respect through expertise, empathy, and action High emotional intelligence: you read the room, adapt communication style, and build trust across diverse stakeholders Strategic & Operational Excellence Data‑driven decision maker: you use metrics to diagnose problems, test hypotheses, and drive improvement Strong business acumen: you understand unit economics, gross margin dynamics, and how PS impacts overall company growth Systems thinker: you design processes, frameworks, and playbooks that enable teams to scale without you being the bottleneck Executive Presence & Customer Engagement Comfortable presenting to C‑level executives (customers and internal leadership) Ability to shift between strategic conversations (business outcomes, ROI) and technical conversations (architecture, integration strategy) Command respect in the room without dominating it: you listen, ask insightful questions, and guide decisions Diplomatic yet direct: you push back on unreasonable requests while maintaining strong relationships Represent Rocketlane as a trusted advisor, not a vendor Hands‑On & High Energy Willing to get into the details when needed: review a troubled project plan, join a customer escalation call, critique a solution design High energy and bias toward action: you move fast, make decisions with incomplete information, and iterate Comfortable with ambiguity and evolving priorities in a fast‑paced startup environment Not precious about org charts or job titles: you do what needs to be done to ensure customer and team success Why join us? Impact and ownership: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen. Work with the best: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes. Celebrate wins: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big. Learn and grow: We’re all about learning—and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tolerate it). Flexibility and balance: While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours—so you can bring your best energy, whether you’re an early bird or a night owl. Pajamas optional (at least outside the office). Best‑in‑Class Benefits: Comprehensive medical, dental, and vision coverage for full‑time employees and their dependents. Industry‑first HSA benefits. Flexible Time Off. Generous 401(k) match to support your financial future. #J-18808-Ljbffr Neara