Senior Manager, Professional Services

Role Overview

• Lead, coach, and scale a team of consultants and engagement managers, fostering a high-performance culture centered on customer outcomes, technical excellence, and continuous learning.
• Recruit, mentor, and retain top talent, building clear career paths and a services organization designed for scale.
• Build a culture of force multiplication, empowering the team and partners across the revenue organization.
• Oversee delivery of customer-facing engagements, ensuring quality, timeliness, and alignment with customer goals, ensuring successful delivery and adoption of the LaunchDarkly platform.
• Act as an escalation point for high-profile or strategic customers, maintaining LaunchDarkly’s 'Customers on Speed Dial' culture.
• Ensure consistent delivery methodologies, governance, and program frameworks across all accounts.
• Design and deliver services programs tailored to Enterprise, Strategic, and Corporate customers, balancing digital-led and high-touch models.
• Build structured enablement programs for internal teams and customers to accelerate adoption.
• Execute strategic initiatives that evolve the Professional Services function in lockstep with LaunchDarkly’s growth trajectory.
• Partner with Sales and Account Executives to grow the size and scope of Professional Services engagements.
• Mentor AEs on selling services and promote a services-led sales cycle, increasing attach rates and deal velocity.
• Lead scoping and discovery efforts, producing well-defined Statements of Work and adoption roadmaps.
• Upskill Solutions Architects on services best practices to extend reach and impact across the field.
• Define and continuously refine a pre-sales process and services rate card to ensure both customer value and profitable growth.
• Collaborate with Sales, Customer Success, and Product teams to align Professional Services with broader revenue and adoption strategies.
• Drive alignment between pre-sales and delivery motions for seamless customer experiences.
• Partner with Product and Marketing to develop services plays, thought leadership, and scalable offerings.
• Own Professional Services revenue, utilization, and margin targets, ensuring predictable and profitable business outcomes.
• Drive net dollar retention (NDR) by aligning services to customer expansion, adoption, and renewal motions.
• Manage forecasting, pipeline health, and delivery reporting against both short
• and long-term objectives.
• Establish balanced metrics to measure financial performance, attach rates, and customer outcomes.

Requirements

• 12+ years of experience in Professional Services, Consulting, or related roles with at least 3 years in leadership
• Proven ability to design and deliver services programs within a book of business spanning Enterprise, Strategic, and Corporate accounts
• Strong commercial acumen: demonstrated experience owning services revenue, utilization, or renewal quotas
• Track record of scaling teams and building repeatable services practices in high-growth environments
• Experience mentoring Sales teams on services-led selling and increasing attach rates
• Strong executive presence with ability to engage confidently at the C-suite level
• Analytical mindset with ability to leverage data to measure performance, spot trends, and make informed decisions
• Deep knowledge of modern software delivery practices (e.g., DevOps, CI/CD, Feature Management, Progressive Delivery)
• Excellent communication, facilitation, and project management skills with a collaborative, customer-first mindset
• Technical bachelor’s degree required; MBA or equivalent experience preferred
• Ability to travel up to 20–30% to support customer engagements, pre-sales activities, and team development

Benefits

• Restricted Stock Units (RSUs)
• Health, vision, and dental insurance
• Mental health benefits