Services Engagement Manager
About The Position
As a Services Engagement Manager (SEM) at Ironclad, you will be the key link between our customers, Sales, and Professional Services teams. Your mission: ensure every customer implementation is scoped accurately, aligned with their goals, and positioned for long-term success. You’ll lead strategic conversations during the sales cycle, craft tailored services engagements, and serve as a trusted advisor from pre-sale through handoff to delivery. This role blends consulting, relationship management, and program strategy — perfect for someone who thrives in a cross-functional, fast-paced SaaS environment.
Requirements
- 3–5 years of experience in a Services Engagement Manager, Delivery Manager, or similar role at a SaaS or tech company.
- Strong experience with SOW development, contract negotiation, and services sales support.
- Excellent program management skills — you know how to track complex projects, communicate clearly, and escalate risks.
- A strong collaborator who thrives in cross-functional environments (Sales, Legal, Product, Partners).
- Technical acumen — you’ve worked with SaaS platforms, configuration workflows, and understand technical implementation cycles.
Responsibilities
- Lead Discovery & Scoping: Partner with Sales and Solutions teams during the pre-sales process to scope and define professional services engagements that meet customer needs.
- Develop & Negotiate SOWs: Craft Statements of Work (SOWs), collaborate with customers on scope, and ensure services contracts align with expectations and resources.
- Act as a Trusted Advisor: Guide customers through their pre-implementation journey, helping them understand the value of services and setting them up for success.
- Manage Escalations: Step in when scopes shift or expectations misalign, helping to resolve issues and realign all stakeholders.
- Improve Enablement & Sales Content: Partner with internal teams to refine services messaging and build materials that help Sales position offerings effectively.
- Support Revenue Forecasting: Collaborate with Professional Services leadership to forecast quarterly and annual services revenue
Benefits
- 100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
- Market-leading leave policies, including gender-neutral parental leave and compassionate leave
- Family forming support through Maven for you and your partner
- Paid time off - take the time you need, when you need it
- Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
- Mental health support through Modern Health, including therapy, coaching, and digital tools
- Pre-tax commuter benefits (US Employees)
- 401(k) plan with Fidelity with employer match (US Employees)
- Regular team events to connect, recharge, and have fun
- Opportunity to help build the company you want to work at
- Equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
