Senior Director of Professional Services

Pantheon Systems, Inc

8d•Onsite

About The Position

Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows. Role Overview The Senior Director of Professional Services leads the strategy, execution, and scaling of our customer implementation and services organization. This role owns delivery excellence, utilization and margin performance, customer outcomes, and tight alignment with Customer Success, Support, Product, and Sales. You will transform the services organization into a high performing, scalable engine that delivers predictable, profitable implementations while accelerating time-to-value, enabling long-term customer outcomes, and expansion through strategic,value-added services. This leader is both strategic and highly operational—comfortable redesigning organizations and processes while also rolling up their sleeves to fix execution gaps and drive measurable results.

Requirements

10+ years of experience in Professional Services or Implementation within a SaaS, PaaS or technology environment
5+ years in senior leadership roles managing managers and scaling services teams
Proven experience owning a services P&L with strong margin and utilization outcomes
Deep understanding of SaaS or PaaS delivery models, enterprise implementations, and customer onboarding
Track record of operational transformation and scaling services in a growing organization
Experience leveraging AI and automation to improve delivery efficiency, forecasting accuracy, utilization, and customer outcomes
Strong executive presence with the ability to influence cross-functional stakeholders
Experience with PSA and services operations tools (e.g., Rocketlane, NetSuite OpenAir, Salesforce, Jira, etc), including driving automation and insight through these systems
Execution-oriented – drives results, not just strategy
Data-driven – uses metrics to identify issues and course-correct
Customer-obsessed – focused on time-to-value and outcomes
Change-capable – comfortable leading transformation and organizational maturity
Collaborative – builds strong partnerships across post-sales and sales teams
Systems-minded – leverages automation, AI, and scalable operating models to reduce manual effort and drive predictable outcomes

Responsibilities

Services Strategy & Execution
Define and execute the Professional Services strategy aligned to company growth, customer segmentation, customer experience,product maturity and expansion opportunities
Own end-to-end implementation delivery, onboarding, and paid services offerings across the customer lifecycle – driving time-to- value and long-term customer outcomes
Establish scalable, repeatable delivery models (standard, accelerated, enterprise, solution partner-led, etc) aligned to customer segment and complexity
Drive predictable project timelines, quality, and customer satisfaction
Financial & Operational Ownership
Own services P&L, including revenue forecasting, margins, utilization, and cost controls
Optimize capacity planning, utilization targets, and workforce models to support scale and predictability
Improve forecasting accuracy and delivery predictability through disciplines operating rhythms and data-driven decision making
Partner with Rev Ops and Finance on pricing, packaging, and margin optimization
Team Leadership & Development
Build, lead, and scale a high-performing, globally-distributed team of services leaders, project managers, consultants, and implementation specialists
Set clear performance expectations, career paths, and development plans across regions and roles, fostering consistency and accountability
Drive accountability, operational rigor, and a strong customer-first culture across internal teams and partner ecosystems
Cross-Functional Alignment
Partner closely with Customer Success to ensure seamless post-implementation handoffs, shared accountability for outcomes, and ongoing value realization
Collaborate with Sales and Solutions Engineering on scoping, SOWs, and pre-sales alignment to ensure delivery feasibility and customer expectations are set correctly
Work with Product to establish feedback loops from implementation challenges and customer needs to influence roadmap and product maturity
Align with Support to ensure smooth transitions, clear, ownership, and issue escalation paths
Process, Tools & Scale
Design and implement scaleable, AI-enabled delivery processes, methodologies, and governance to improve predictability, speed, and quality
Own and evolve services tooling (PSA, project tracking, resource management, reporting) leveraging automation and AI to optimize planning, delivery, and utilization
Define, automate, and track KPIs such as time-to-value, on-time delivery, CSAT, utilization, and gross margin to enable proactive management and continuous improvement

Benefits

Industry competitive compensation and equity plan
Flexible time off, sick days, and 13 paid holidays
Comprehensive medical insurance including Health, Dental and Vision
Paid parental leave (plus fertility, adoption and other family planning benefits)
In-office workspace (San Francisco)
Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development
Events and activities both team-based and company wide that inspire, educate and cultivate
This position also offers a performance bonus dependent on company performance.

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