About the Role

As the Vice President of Professional Services, you will own the end-to-end strategy and execution of onboarding, implementation, and services delivery for Zenoti’s global SaaS customers. You’ll lead and scale a high-impact team of leaders and practitioners responsible for enabling customer success from Day 1 through effective project governance, strategic alignment, and operational excellence.

This executive role is ideal for someone who thrives in driving customer transformation at scale, leading with data and AI enablement, building cross-functional trust, and developing the next generation of delivery leadership. You will work closely with Product, Sales, Customer Success, and Engineering to ensure that Professional Services is a strategic growth lever for the business.

What You’ll Be Doing

1. Organizational Leadership & Talent Strategy

• Lead, scale, and mentor a global team of Services Directors, Project Managers, Solution Consultants, and Functional SMEs.
• Build a high-performing leadership pipeline aligned to long-term org growth and succession needs.
• Drive a strong performance culture rooted in accountability, ownership, and customer outcomes.
• Align functional OKRs with company goals while fostering team cohesion across geographies.

1. Executive Stakeholder Engagement & Strategic Influence

• Serve as the executive sponsor for critical accounts and complex enterprise rollouts.
• Build and maintain executive relationships with key clients to ensure alignment on transformation goals and milestones.
• Influence internal C-level stakeholders across Product, Sales, Engineering, and Customer Success to drive cohesive customer experiences.
• Tailor messaging and insights to align with executive audiences and board-level interests.

1. Services Strategy, Operational Excellence & AI Enablement

• Own the global strategy for implementation methodology, services packaging, delivery governance, and resource planning.
• Institutionalize AI-driven automation to identify risk signals, reduce manual touchpoints, and optimize project velocity and margin.
• Drive operational cadences: Weekly delivery health reviews, capacity planning, backlog grooming, and forecast roll-ups.
• Make data-informed decisions quickly—even amidst ambiguity—using real-time dashboards and risk telemetry.

1. Escalation Management & Risk Mitigation

• Act as the final escalation point for critical accounts and drive executive alignment to de-risk delivery.
• Lead post-mortem reviews and cross-functional RCA (Root Cause Analysis) with structured resolution plans.
• Use escalation trends to inform upstream fixes and improve readiness standards.

1. Process Innovation, Quality & Continuous Improvement

• Own the PS playbook and constantly evolve it through customer feedback, AI innovations, and market benchmarks.
• Standardize reusable assets, templates, and delivery accelerators that reduce time-to-value.
• Drive continuous learning and capability-building across tools, AI adoption, and vertical-specific onboarding approaches.

1. Customer Success Alignment & Business Impact

• Partner with Sales and Customer Success to align on pre-sales scoping, customer health post-implementation, and expansion readiness.
• Establish leading indicators for churn risk during implementation and align mitigation strategies across teams.
• Track PS contribution to Net Revenue Retention, time-to-value, and implementation gross margin.

What You’ll Need

• 15+ years of experience in SaaS customer implementation, with at least 5+ years in executive leadership.
• Proven experience managing global professional services or consulting organizations with 50+ team members.
• Strong executive presence and a successful track record of building trust with C-level clients and internal stakeholders.
• Demonstrated success in implementing and scaling AI-driven solutions within Services or Operations environments.
• Deep understanding of SaaS delivery models, onboarding frameworks, and enterprise project governance.
• Business acumen and strategic thinking with the ability to balance customer delight and operational efficiency.
• Experience navigating cross-functional orgs and influencing roadmap prioritization.
• Familiarity with delivery tools such as Rocketlane or other PS tools, Salesforce, Smartsheet, Jira, and Confluence.
• Bonus: Experience in wellness, healthcare, or multi-location services businesses.

Core Competencies We Value