Head of Professional Services

Maybern•New York, NY

36d•Onsite

About The Position

Maybern is transforming the way private fund managers effectively manage their funds through cutting edge technology. Maybern is founded by top engineering experts with deep knowledge of the fund management space. Private funds manage $15T in capital and are growing at 20% YoY, but with increasing regulatory scrutiny and investor demands for transparency, the need for world class software to help private fund CFOs is crucial. This is where Maybern comes in. We are equipping fund managers with intuitive, flexible fund management software, enabling private investment managers to focus on what they do best: driving returns for their investors. We are backed by leading venture capital firms and a large number of strategic investors. Maybern is an NYC based company with a strong in-office culture to drive collaboration, and we are looking to make strong additions to our team. We’re looking for a Head of Professional Services to build, scale, and lead our Implementation function, while also being hands-on in the work itself. Our implementations are complex, deeply technical, and often require creative problem solving. We’re looking for someone who can design the system and jump in alongside the team to stabilize an engagement, configure workflows, or troubleshoot a client’s environment when needed. The right leader will be energized by building a function from the ground up, not by replicating big-company playbooks that require scale we don’t yet have. You’ll establish the methodology, tooling, and operational rigor that allow us to deliver consistently excellent outcomes to sophisticated clients while growing a team that can scale with us.

Requirements

Systems Builder & Thinker: You approach problems with a technical and holistic mindset, considering broader implications and interconnectivity within workflows and processes.
Strong Leader and Team Developer: You inspire and motivate your team through clear vision and decisive action, coach people to improve performance, and help them grow.
A Hands-On Operator: You’re equally comfortable designing org-wide processes and jumping into the details to solve a client challenge.
Operationally & Technically Fluent: You understand software configuration, financial or operational systems, and how to translate business workflows into scalable technical solutions.
Comfortable Building in Ambiguity: You thrive in environments where the playbooks don’t exist yet, and you enjoy creating them.

Nice To Haves

Have led a Professional Services or Implementation organization before, in highly complex domains.
Have managed a portfolio of 20–30 implementations without relying on large-team delegation models.
Bring experience from consulting or systems integration (Accenture, Deloitte, etc.) but have also operated in smaller, scrappier environments where you personally delivered work.
Know how to build onboarding programs, enablement materials, and training frameworks for technical implementation teams.
Are excited to build a function from the ground up and create a world-class delivery engine at a fast-scaling startup.
Want to own the systems, processes, and operational foundation that will scale Maybern’s client delivery for years to come.

Responsibilities

Create the backbone of our Implementation organization, including:
Design standardized workflows for discovery, solution design, configuration, and go-live.
Build repeatable playbooks, milestone frameworks, templates, and client-facing communication structures.
Create dashboards, early-warning indicators, risk scoring, and reporting cadences for a high-visibility implementation portfolio.
Define KPIs, SLAs, throughput models, and forecasting methodologies.
Implement systems that monitor portfolio health, surface risk early, and support fast intervention.
Drive continuous improvement through structured retros, post-mortems, and feedback loops with Product and Engineering.
Roll up your sleeves to diagnose and stabilize complex or troubled implementations; travel onsite when needed.
Lead and Develop the Implementation Team
Build and lead the Implementation team; define clear ownership splits between Managers, Analysts, and leadership.
Build onboarding programs, learning materials, and enablement tools for Implementation Managers and Analysts.
Maintain consistent, high-quality delivery across all client engagements using the systems and methodologies you develop.
Foster a culture where leaders are operators, not just overseers—modeling hands-on problem solving and client engagement.
Partner Cross-Functionally to Improve Product & Client Outcomes
Collaborate with Product, Engineering, and CS on escalations, client edge cases, and complex workflows.
Translate implementation learnings into actionable product enhancements, schema improvements, and roadmap insights.
Establish a seamless partnership with Customer Success to ensure smooth handoffs from go-live through ongoing value realization.