Director of Professional Services

Rocketlane • San Francisco, CA

12d

About The Position

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.

Requirements

• 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
• 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
• 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
• 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
• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 101-250 employees