Senior Director of Professional Services

About Pantheon

Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows.

Role Overview

The Senior Director of Professional Services leads the strategy, execution, and scaling of our customer implementation and services organization. This role owns delivery excellence, utilization and margin performance, customer outcomes, and tight alignment with Customer Success, Support, Product, and Sales.

You will transform the services organization into a high performing, scalable engine  that delivers predictable, profitable implementations while accelerating time-to-value, enabling long-term customer outcomes, and expansion through strategic,value-added services. 

This leader is both strategic and highly operational—comfortable redesigning organizations and processes while also rolling up their sleeves to fix execution gaps and drive measurable results.

Key Responsibilities

Services Strategy & Execution

• Define and execute the Professional Services strategy aligned to company growth, customer segmentation, customer experience,product maturity and expansion opportunities
• Own end-to-end implementation delivery, onboarding, and paid services offerings across the customer lifecycle – driving time-to- value and long-term customer outcomes
• Establish scalable, repeatable delivery models (standard, accelerated, enterprise, solution partner-led, etc) aligned to customer segment and complexity
• Drive predictable project timelines, quality, and customer satisfaction

Financial & Operational Ownership

• Own services P&L, including revenue forecasting, margins, utilization, and cost controls
• Optimize capacity planning, utilization targets, and workforce models to support scale and predictability
• Improve forecasting accuracy and delivery predictability through disciplines operating rhythms and data-driven decision making
• Partner with Rev Ops and Finance on pricing, packaging, and margin optimization

Team Leadership & Development

• Build, lead, and scale a high-performing, globally-distributed team of services leaders, project managers, consultants, and implementation specialists
• Set clear performance expectations, career paths, and development plans across regions and roles, fostering consistency and accountability
• Drive accountability, operational rigor, and a strong customer-first culture across internal teams and partner ecosystems

Cross-Functional Alignment

• Partner closely with Customer Success to ensure seamless post-implementation handoffs, shared accountability for outcomes, and ongoing value realization
• Collaborate with Sales and Solutions Engineering on scoping, SOWs, and pre-sales alignment to ensure delivery feasibility and customer expectations are set correctly
• Work with Product to establish feedback loops from implementation challenges and customer needs to influence roadmap and product maturity
• Align with Support to ensure smooth transitions, clear, ownership, and issue escalation paths

Process, Tools & Scale

• Design and implement scaleable, AI-enabled  delivery processes, methodologies, and governance to improve predictability, speed, and quality 
• Own and evolve services tooling (PSA, project tracking, resource management, reporting) leveraging automation and AI to optimize planning, delivery, and utilization
• Define, automate, and track KPIs such as time-to-value, on-time delivery, CSAT, utilization, and gross margin to enable proactive management and continuous improvement

Qualifications & Experience

• 10+ years of experience in Professional Services or Implementation within a SaaS, PaaS or technology environment
• 5+ years in senior leadership roles managing managers and scaling services teams
• Proven experience owning a services P&L with strong margin and utilization outcomes
• Deep understanding of SaaS or PaaS delivery models, enterprise implementations, and customer onboarding
• Track record of operational tran