About Us

Axle Health builds AI scheduling and workforce management software to empower in-home healthcare providers to deliver exceptional, personalized care right where patients feel most comfortable—at home.

Some of the biggest providers in the country use our software (like Cityblock Health and U Penn Health System) to improve the utilization of their field teams by 17%+, and automate the operational burden of scheduling and dispatching.

Our platform includes proprietary logistics algorithms to optimize scheduling, a mobile app for field staff, an operations dashboard for office teams, engagement and booking tools for patients, and a wide range of integrations and external APIs for modular access.

We’re a team of top-tier engineers and operators, backed by $14m from top investors such as Y Combinator, Pear VC, and F-Prime, applying our intellect and logistics experience to upend how home healthcare is delivered.

About You

This is a unique opportunity to join Axle Health as our founding Head of Professional Services, reporting directly to our CEO and building our post-sale revenue and service delivery engine. Ideal candidates are revenue-oriented operators who think like product managers: they see professional services not just as a cost center but as a strategic driver of growth, customer success, and product adoption.

As our Head of Professional Services, you'll own three interconnected functions: implementation, services, and customer support. More importantly, you'll productize each of these; transforming custom, high-touch work into scalable, repeatable offerings that drive revenue. You'll design and launch tiered service packages (from self-service to white-glove), and establish the processes and infrastructure that allow us to serve customers at scale without sacrificing quality.

This role requires someone who can balance strategic business thinking with hands-on execution. Initially, you'll lead implementations directly and manage support operations while building the services function through a founding hire. As we grow, you'll scale each function with the right mix of people, product, and automation.

What You'll Do

• Build and scale the Implementation function as an IC initially: Lead complex customer deployments directly, managing technical integrations with EMR systems, custom configuration of scheduling and routing algorithms, data migration, and staff training while establishing repeatable implementation playbooks

• Productize implementation services: Transform customer onboarding from custom deployments into standardized, tiered offerings defining scope, pricing, delivery timelines, and success criteria for each tier while building self-service onboarding resources that reduce implementation overhead

• Design and launch premium service SKUs: Create white-glove onboarding, implementation, and support packages that customers can purchase, building a professional services revenue stream that drives both growth and exceptional customer outcomes

• Establish tiered support offerings: Build a scalable customer support function (year 1+) that combines AI-powered automation with strategic human support, designing tiered support packages that balance cost efficiency with customer experience

• Drive revenue growth: Own revenue targets for customer services, identify expansion opportunities, build business cases, and close deals while partnering with Sales on commercial execution

• Coordinate cross-functional post-sale execution: Partner with Sales for seamless handoffs, work with Product and Engineering to prioritize customer-facing features and resolve technical blockers, and collaborate with Customer Operations to ensure operational excellence

• Build scalable customer health and engagement systems: Develop dashboards, health scoring models, and automated engagement workflows that enable the team to manage growing customer volume efficiently while proactively identifying opportunities

• Scale Professional Services strategically: Develop high-performing team, establishing org structure, performance management, and operational rhythms while maintaining player-coach involvement in critical customer situations

• Define service delivery standards and economics: Establish the operational metrics, unit economics, and quality standards for each service offering, ensuring professional services drives profitable growth while delivering exceptional customer outcomes

Requirements

• Revenue and product-minded professional services leadership: 8+ years in Implementation, Professional Services, or Customer Succe