Head of Professional Services

Axle Health•Santa Monica, CA

6d•Onsite

About The Position

This is a unique opportunity to join Axle Health as our founding Head of Professional Services, reporting directly to our CEO and building our post-sale revenue and service delivery engine. Ideal candidates are revenue-oriented operators who think like product managers: they see professional services not just as a cost center but as a strategic driver of growth, customer success, and product adoption. As our Head of Professional Services, you'll own three interconnected functions: implementation, services, and customer support. More importantly, you'll productize each of these; transforming custom, high-touch work into scalable, repeatable offerings that drive revenue. You'll design and launch tiered service packages (from self-service to white-glove), and establish the processes and infrastructure that allow us to serve customers at scale without sacrificing quality. This role requires someone who can balance strategic business thinking with hands-on execution. Initially, you'll lead implementations directly and manage support operations while building the services function through a founding hire. As we grow, you'll scale each function with the right mix of people, product, and automation.

Requirements

Revenue and product-minded professional services leadership: 8+ years in Implementation, Professional Services, or Customer Success at a B2B SaaS company, with demonstrated experience productizing services, designing tiered offerings, and driving services revenue growth
Business and commercial acumen: Strong understanding of unit economics, pricing strategy, and revenue models for professional services, with track record of owning revenue targets and building services offerings that drive both customer success and profitable growth
Implementation and technical depth: Hands-on experience leading complex enterprise software deployments and technical integrations, comfortable diving into technical details, troubleshooting blockers, and managing customer implementations directly as an IC
Team building and leadership track record: Proven experience building and scaling customer-facing teams from early stages, with ability to hire talent, establish processes, manage performance, and develop people in high-growth environments
Strategic and operational excellence: Ability to think strategically about service design and go-to-market while executing tactically on day-to-day customer deliverables, balancing long-term infrastructure building with immediate customer needs
Cross-functional coordination skills: Demonstrated ability to work effectively across Sales, Product, Engineering, and Operations teams, building alignment and driving execution on complex initiatives with multiple stakeholders
Executive presence and stakeholder management: Ability to engage confidently with C-suite executives at customer organizations, presenting business cases, managing expectations, and building trust with senior stakeholders while also selling premium service offerings
Startup mentality and autonomy: Thrives in fast-paced, ambiguous environments, comfortable wearing multiple hats and building foundational systems from scratch, with high agency to identify what needs to be built and execute without extensive direction

Nice To Haves

Workforce management or logistics software background: Experience with scheduling, routing, or workforce optimization technologies, particularly understanding the implementation and support challenges unique to these complex operational systems
Customer support scaling experience: Experience building customer support functions from scratch, with track record of balancing automation, self-service, and human support to create scalable, cost-effective support models
Healthcare technology professional services experience: Direct experience leading professional services at a healthcare technology company, with understanding of healthcare provider operations, clinical workflows, and the unique challenges of implementing and supporting software in regulated healthcare environments
EMR integration and healthcare IT expertise: Hands-on experience with integrations involving EMR systems or other healthcare platforms, with understanding of HL7, FHIR, and healthcare data standards
Home healthcare or field service industry experience: Experience working with home health agencies, hospice providers, or field-based healthcare organizations, with familiarity with their operational models and technology needs

Responsibilities

Build and scale the Implementation function as an IC initially: Lead complex customer deployments directly, managing technical integrations with EMR systems, custom configuration of scheduling and routing algorithms, data migration, and staff training while establishing repeatable implementation playbooks
Productize implementation services: Transform customer onboarding from custom deployments into standardized, tiered offerings defining scope, pricing, delivery timelines, and success criteria for each tier while building self-service onboarding resources that reduce implementation overhead
Design and launch premium service SKUs: Create white-glove onboarding, implementation, and support packages that customers can purchase, building a professional services revenue stream that drives both growth and exceptional customer outcomes
Establish tiered support offerings: Build a scalable customer support function (year 1+) that combines AI-powered automation with strategic human support, designing tiered support packages that balance cost efficiency with customer experience
Drive revenue growth: Own revenue targets for customer services, identify expansion opportunities, build business cases, and close deals while partnering with Sales on commercial execution
Coordinate cross-functional post-sale execution: Partner with Sales for seamless handoffs, work with Product and Engineering to prioritize customer-facing features and resolve technical blockers, and collaborate with Customer Operations to ensure operational excellence
Build scalable customer health and engagement systems: Develop dashboards, health scoring models, and automated engagement workflows that enable the team to manage growing customer volume efficiently while proactively identifying opportunities
Scale Professional Services strategically: Develop high-performing team, establishing org structure, performance management, and operational rhythms while maintaining player-coach involvement in critical customer situations
Define service delivery standards and economics: Establish the operational metrics, unit economics, and quality standards for each service offering, ensuring professional services drives profitable growth while delivering exceptional customer outcomes

Benefits

Medical, Dental, Vision
401k plan
Flexible PTO and sick days
Commuter benefits
Santa Monica HQ with 180 degree beach views and daily catered lunches
Competitive salary and equity
Fast paced work environment geared towards professional growth
Get the chance to move roles within the organization to learn new skills and continue to make an impact
Monthly team events, dinners, & happy hours
Special team outings - some past events have included: yacht cruises, visits to Universal Studios, Magic Castle, and Vegas