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 transformation and scaling services in a growing organization
• Experience leveraging AI and automation to improve delivery efficiency, forecasting accuracy, utilization, and customer outcomes
• Strong executive presence with the ability to influence cross-functional stakeholders
• Experience with PSA and services operations tools (e.g., Rocketlane, NetSuite OpenAir, Salesforce, Jira, etc), including driving automation and insight through these systems

Leadership Profile

This role requires a leader who is:

• Execution-oriented – drives results, not just strategy
• Data-driven – uses metrics to identify issues and course-correct
• Customer-obsessed – focused on time-to-value and outcomes
• Change-capable – comfortable leading transformation and organizational maturity
• Collaborative – builds strong partnerships across post-sales and sales teams
• Systems-minded – leverages automation, AI, and scalable operating models to reduce manual effort and drive predictable outcomes

Impact in Year 1

• Improved implementation predictability and reduced time-to-value through standardized, automated delivery processes
• Clear services packaging, pricing, and delivery models in place, supported by scalable tooling and automation
• Improved services margin and utilization driven by better forecasting, capacity planning, and automation-endable efficiency
• Strong alignment with Customer Success, Sales and Product and Engineering enabled by shared data, tooling, and operating rhythms
• A motivated, accountable, and scalable Professional Services team supported by clear processes, automation, and modern systems
• Position Services as a value multiplier: help customers realize value quickly, ensure customers maximize ROI from Pantheon, deliver strategic guidance so that customers see Pantheon as more than a tool and understand the path to measurable business outcomes.

What We Offer

We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team.

• Industry competitive compensation and equity plan
• Flexible time off, sick days, and 13 paid holidays
• Comprehensive medical insurance including Health, Dental and Vision
• Paid parental leave (plus fertility, adoption and other family planning benefits)
• In-office workspace (San Francisco)
• Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development
• Events and activities both team-based and company wide that inspire, educate and cultivate

Pantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.

After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security.

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