Senior Manager, Professional Services

Role Overview

• Own end-to-end Professional Services delivery for your assigned Enterprise segment.
• Ensure successful onboarding, implementation, advisory, and expansion engagements.
• Drive consistent execution of delivery methodologies, quality standards, and documentation practices.
• Monitor and improve segment-level KPIs such as utilization, on-time delivery, and customer satisfaction.
• Serve as an escalation point for complex or at-risk customer engagements.
• Lead, mentor, and grow a team of Solutions Architects, fostering a culture of accountability, collaboration, and customer focus.
• Establish clear performance expectations and support ongoing coaching and professional development.
• Develop career growth and succession plans for team members.
• Partner with Professional Services leadership on hiring and capacity planning.
• Execute on the Professional Services strategy to deliver consistent, high-quality engagements.
• Improve operational processes to increase efficiency, scalability, and predictability.
• Standardize delivery methodologies, tools, templates, and best practices across engagements.
• Collaborate closely with Sales, Customer Success, Product, Engineering, and Support to ensure a seamless customer experience.
• Support pre-sales engagements for strategic or complex opportunities within your segment.
• Provide customer feedback that informs product development and services improvements.
• Partner with PS leadership to evolve services packaging and pricing models.
• Ensure customers achieve defined business outcomes through services engagements.
• Identify and support expansion opportunities in partnership with Sales and Customer Success.
• Proactively manage escalations and mitigate delivery risk.
• Capture customer insights to help improve both product capabilities and services delivery.

Requirements

• 7+ years of experience in Professional Services, Consulting, Customer Success, or a related field.
• 2+ years of leadership experience managing delivery teams or the day-to-day Professional Services operations for a customer segment.
• Technical background in cybersecurity, DevOps, software engineering, or a related field.
• Strong project or program management capabilities.
• Experience working cross-functionally in a high-growth technology environment.
• Excellent communication skills with the ability to engage both technical and executive stakeholders.

Tech Stack

• Cyber Security

Benefits

• Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.
• Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!).
• 100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck.
• ∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset.
• 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.