Global Head of Professional Services

Ashby•,

5d•$215,000 - $300,000

About The Position

Ashby is hiring a Global Head of Professional Services to own the strategy, performance, and evolution of its global Professional Services organization. The function spans Implementation, Integrations Consulting, Build Services, and emerging technical and advisory services, and supports customers throughout their journey—from helping Sales win complex Enterprise deals to delivering successful implementations and long-term customer outcomes. The leader will build on the existing foundation and define the next generation of Professional Services at Ashby. Priorities include differentiating implementation experiences by customer segment, expanding paid services, building scalable operating infrastructure, and developing a high-performing global team. The role is accountable for customer outcomes and commercial performance, including the function’s P&L, and partners closely with Sales, Customer Success, Product, Engineering, and Revenue Operations. The current organization includes 2 directors, 2 managers (with hiring underway for a third and fourth), 20 Implementation Specialists, 3 Implementation Consultants responsible for hands-on build services, and 6 Integrations Consultants.

Requirements

Experience building or meaningfully transforming a Professional Services organization within a high-growth B2B SaaS company.
Experience commercializing services, designing offerings, managing delivery economics, and balancing revenue generation with customer outcomes.
Deep experience hiring, developing, and managing leaders and technically sophisticated teams, including providing direct feedback and making difficult performance decisions.
Experience leading services for a complex B2B SaaS platform involving sophisticated integrations, data migration, configuration, or Enterprise workflows; ability to engage credibly in technical discussions.
Track record of partnering with Sales, Product, Engineering, and Customer Success to solve complex problems and achieve shared business outcomes.
Understanding of capacity models, project economics, implementation methodology, and delivery metrics, with ability to develop strategy and assess staffing forecasts.
Strong systems thinking, judgment, intellectual curiosity, and ability to develop scalable solutions rather than relying only on prior company playbooks.
Exceptional communication skills, including distilling technical and operational complexity, influencing executive stakeholders, and building confidence with Enterprise customers.
Willingness to build and define Professional Services strategy and operating models rather than only manage an established playbook.
Experience suited to sophisticated technical ecosystems, complex workflows, and Enterprise change management needs.
Commercial and strategic perspective on how Professional Services affects win rates, services revenue, customer outcomes, and long-term growth.
Willingness to work across both strategy and operational detail and engage directly when circumstances warrant.
Enjoyment of hiring, coaching, and performance management.
Ability to scale through sustainable systems, efficiency improvements, and thoughtful tradeoffs rather than relying primarily on headcount.

Responsibilities

Own the vision and strategy for Professional Services and position the function as a competitive advantage as Ashby scales upmarket.
Evolve services offerings to address complex customer needs, including Enterprise implementation, technical consulting, integration services, hands-on build services, and change management.
Differentiate High Touch and Strategic implementation motions while balancing scalable delivery with tailored Enterprise expertise.
Lead and scale a multidisciplinary global organization of implementation leaders, technical consultants, and emerging services specialists.
Hire, coach, and develop directors, managers, and individual contributors, maintaining high standards for talent, technical expertise, and customer outcomes.
Foster ownership, intellectual curiosity, continuous improvement, and end-to-end accountability across the team.
Maintain a strong understanding of complex Enterprise implementations and the operational systems that support delivery.
Establish standards for implementation quality, project governance, change management, and customer readiness across segments.
Develop scalable approaches to complex Enterprise engagements, including executive stakeholder alignment, technical dependencies, project risks, and escalations.
Define and inspect metrics including implementation quality, time-to-go-live, scope adherence, customer sentiment, and successful handoffs among Sales, Implementation, and Customer Success.
Partner with Sales and Solutions Engineering to help win complex Enterprise deals through implementation expertise and realistic deployment plans.
Refine pre-sales services motions, including discovery, solution scoping, Statements of Work, and commercial alignment.
Build a commercially successful services business by expanding offerings, establishing sustainable delivery economics, and owning the function’s P&L.
Establish commercial and operational rigor around services revenue, margin, scope management, and resource allocation while maintaining transparent, high-quality customer experiences.
Own capacity planning and resource forecasting, partnering with Sales and Revenue Operations to translate pipeline expectations into staffing decisions.
Develop repeatable delivery methodologies, playbooks, and quality standards while accommodating complex customer requirements.
Establish visibility into project health, resource allocation, delivery performance, and operational risks.
Improve efficiency through process design, automation, and technology without compromising customer outcomes.
Partner with Product and Engineering to turn implementation insights into product improvements and reduce recurring delivery complexity.