VP of Professional Services

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VP of Professional Services

The Vice President of Professional Services (VP of ProServ) owns the vision, strategy, and execution of all Professional Services functions, including Technical Onboarding, Customer Support, Solutions Architecture, Customer Education, and the design and delivery of new revenue-generating services. This executive leader ensures a seamless customer journey from presales to adoption and expansion, serving as the critical connective tissue between Sales, Customer Success, Product, and Engineering.

The VP of ProServ will define how the company delivers value at scale, positioning Professional Services as a strategic growth engine, not a cost center. This leader will design scalable systems, champion operational excellence, and ensure that every customer engagement drives measurable impact on adoption, retention, expansion, and Net Revenue Retention (NRR).

The ideal candidate is a visionary operator and trusted executive partner who can shape company-wide strategy, build world-class teams, and lead transformational change across technical and customer-facing functions.

Responsibilities

• Strategic Leadership & Vision:
  Define and execute the long-term strategy for Professional Services, aligning onboarding, support, education, and solutions engineering with MagicSchool’s growth goals and customer experience strategy.

• Revenue-Generating Services & Innovation:
  Design and launch new services, SKUs, and delivery models that expand customer value and drive incremental ARR. Partner with Sales and Finance to develop competitive proposals, scopes of work, and pricing strategies that de-risk customer purchases and accelerate growth.

• Operational Excellence & Service Delivery:
  Oversee large-scale global operations to ensure exceptional service quality, consistent adherence to SLAs, and outstanding customer outcomes. Build scalable systems and processes that ensure predictability, accountability, and efficiency across all ProServ functions.

• Cross-Functional Collaboration:
  Partner closely with the VPs of Sales, Marketing, and Customer Success, as well as RevOps and Enablement, to ensure Professional Services acts as a cohesive extension of the customer journey, from pre-sales through renewal.

• Customer Experience & Impact:
  Ensure every engagement, from technical implementation to ongoing education, enhances customer adoption, time to value, and satisfaction. Use data and insights to continuously improve delivery models and inform company strategy.

• Executive Communication & Influence:
  Represent Professional Services and the broader customer experience in executive discussions, board presentations, and external forums. Deliver clear, data-driven narratives that communicate impact, performance, and opportunities.

• Leadership Development & Organizational Strength:
  Build, mentor, and inspire a high-performing leadership bench across ProServ. Develop senior managers and future executives who can scale the organization while maintaining operational excellence and innovation.

Qualifications & Experience

• 15+ years of experience leading Professional Services, Customer Support, or Implementation teams within SaaS, edtech, or technology organizations, including 5+ years in senior executive leadership roles.

• Proven success designing and scaling Professional Services functions that drive measurable growth in adoption, retention, and NRR.

• Deep experience developing new services, SKUs, and delivery models that generate revenue and enhance customer outcomes.

• Strong operational acumen, with demonstrated ability to manage complex, global service organizations and deliver consistent results.

• Exceptional communication and executive presence, with experience presenting to boards, senior executives, and external partners.

• Proven ability to lead through influence, drive cross-functional alignment, and inspire collaboration across diverse teams.