A Little About the Role

As the VP, Professional Services, you will own the strategy, structure, and performance of our Enterprise and SMB professional services organization - including Enterprise Onboarding and Professional Services (SMB Implementation) - and will lead the Managers and leaders who run those functions day to day. This role exists to set the long-term direction for how we onboard, support, and implement for customers across every segment, to own the budget and organizational design that make that direction achievable, and to be accountable at the executive level for the health, scalability, and performance of the entire operational function.

You will partner closely with the Chief Customer Officer, Principal Customer Success Managers, Enterprise corporate groups, Product, Engineering, and other executive stakeholders to align priorities, sponsor major initiatives, and represent Enterprise and SMB operations in company-wide strategic
planning. You are ultimately accountable for the strategy, execution, and results of all Enterprise operational touchpoints and SMB Professional Services delivery, and for building the leadership bench that sustains that performance as the business scales.

What you'll do:

• Define and own the long-term strategy and vision for Professional Services across Enterprise and SMB segments, translating company goals into an operating model that scales.
• Own budget, headcount planning, and tooling/vendor investment decisions for the Professional Services.
• Lead, coach, and develop the Managers and leaders who run Enterprise Onboarding, and Professional Services (SMB Implementation), building a high-performing leadership bench and succession plan.
• Set top-level SLA and KPI targets for the function, own the operating cadence that drives them, and report performance, risks, and corrective action plans to executive leadership.
• Serve as the primary executive sponsor and escalation point for the most complex and highest-risk Enterprise engagements, ensuring timely resolution and clear executive-level communication.
• Serve as the senior Professional Services representative in strategic meetings with Enterprise corporate groups, senior leadership, and, as needed, the Board.
• Partner with Principal Customer Success Managers and Customer Success leadership to ensure Enterprise customers are proactively supported through onboarding and services activities and risks are identified and addressed at the portfolio level.
• Establish and continuously evolve operational standards, workflows, escalation paths, and implementation methodology across Enterprise and SMB segments, in partnership with the Principal Professional Services Consultant.
• Own organizational design and workforce planning for the function, including structuring teams to support growth, new segments, or newly acquired businesses.
• Lead operational integration planning and execution for Professional Services in connection with acquisitions, partnerships, or major organizational change.
• Partner at the executive level with Product, Engineering, Payments, Sales, and Finance to advocate for Enterprise and SMB customer needs and ensure operational readiness for product and business changes.
• Sponsor process optimization and transformation initiatives - including systems, tooling, and reporting infrastructure - that improve efficiency, quality, and customer experience at scale.
• Own the executive-level dashboards and reporting that provide visibility into Enterprise and SMB performance, risk, and outcomes.
• Present strategic plans, budget, operational performance, and improvement initiatives to executive leadership.
• Foster a culture of accountability, ownership, and continuous improvement across the Professional Services organization.
• Performs additional responsibilities as needed to support shared business objectives.

Our ideal candidate will have:

• Proven experience building, scaling, and leading Professional within a SaaS or technology environment.
• Demonstrated success leading leaders (manager of managers) and developing a bench of people-leaders.
• Experience owning a budget or P&L, including headcount planning and investment prioritization.
• Executive presence, with experience presenting strategy, performance, and risk to senior leadership and/or a Board.
• Strong partnership mindset with the ability to align Sales, Customer Success, Product, and other executive stakeholders around shared priorities.
• Experience leading organizational design, workforce planning, or operational integration following an acquisition or major reorganization strongly preferred.
• Excellent strategic, analytical, and problem-solving skills, with the ability to translate data into executive-level decisions.
• Strong written and verbal communication skills, including experience communicating with C-suite stakeholders.
• Experience leveraging CRM and support or implementation platforms (Salesforce Cloud or similar) to run a function at scale.
• Comfort owning ambiguity and driving clarity across teams, segments, and stakeholders at an organizational level
• Bachelor's degree preferred, or equivalent relevant experience; MBA a plus.
• 10+ years' of experience in onboarding, implementation, professional services or related roles within a SaaS or technology environment.
• 5+ years' of experience leading leaders or managers of managers, including building and developing a leadership team.
• Experience owning budget, P&L, or resource planning for a customer operations function.
• Experience supporting both Enterprise or strategic accounts and SMB or high-volume implementation strongly preferred.
• Experience with M&A integration or large-scale organizational change a plus.

Physical Requirements:

• This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods
• Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees
• Use of computer, telephone, and other office equipment for the greater part of the workday
• Occasional travel may be required for this position

Salary

$182,900 - $216,400/year DOE

Location

This position can be based in our Denver, CO or Atlanta, GA offices. Procare operates in a hybrid working model based on business needs. Candidates must be willing and able to work in office a minimum of 3 days per week.