Associate Vice President - Client Services - SaaS

About the Role

A seasoned Associate Vice President - Client Services to lead its Professional Services and Client Success organization. This leadership role will be responsible for driving successful enterprise implementations, delivering exceptional customer experiences, and building long-term client partnerships while ensuring operational excellence and business growth.

Key Responsibilities

• Lead and scale the Professional Services and Client Services teams.

• Drive end-to-end SaaS implementation projects.

• Develop client success strategies for onboarding, adoption, retention, and growth.

• Establish service delivery frameworks, governance, KPIs, and best practices.

• Build executive relationships with enterprise customers and manage escalations.

• Collaborate with Sales, Product, Engineering, and Customer Success teams.

• Oversee resource planning, project execution, utilization, forecasting, and profitability.

• Mentor high-performing leaders and teams.

Qualifications

• Bachelor's degree in Business, Engineering, IT, or related field.

• 20+ years of experience, including significant Professional Services experience in SaaS.

• 10+ years leading customer-facing teams.

• Expertise in enterprise SaaS implementations, service delivery, and customer success.

• Strong understanding of SaaS, cloud technologies, stakeholder management, and leadership.

Preferred Qualifications

• PMP, ITIL, or equivalent certification.

• Experience managing global enterprise clients.

• Services P&L, forecasting, and operational excellence experience.