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Own and govern the Professional Services delivery methodology, tooling, and escalation frameworks. Maintain portfolio health reporting, lead RCA for churn, drive PS tooling adoption (Salesforce, Gainsight, project tracking), and build implementation playbooks for customer segments. Partner with cross-functional teams to prevent churn and standardize implementation practices across SMB to Enterprise accounts.

Own and scale the professional services PMO: define delivery methodology, maintain portfolio health reporting, design escalation and RCA programs, drive PS tooling adoption, and create implementation playbooks to reduce churn and improve go‑live outcomes across SMB to Enterprise customers.

Own and govern the Professional Services delivery methodology, tooling, and escalation frameworks. Maintain portfolio health reporting, run RCA post-implementation, enforce PS tooling adoption, and develop implementation playbooks for different customer segments. Drive consistency across IMs and CSMs to reduce churn and improve go-live outcomes.

Lead and own the Professional Services delivery methodology, tooling, and standards across customer segments. Maintain portfolio health reporting, design escalation and churn-intervention frameworks, run RCA programs, and drive adoption of PS tooling and implementation playbooks. Ensure consistent, measurable, and scalable delivery for complex ERP-integrated implementations.

Own end-to-end delivery of complex enterprise SaaS implementations: define scope, timelines, and governance; coordinate cross-functional teams; manage risks, scope changes, and stakeholder communication; ensure on-time go-lives and handoffs to Customer Success; improve implementation processes.

Lead end-to-end delivery of complex enterprise SaaS implementations: define scope, timelines, governance; manage stakeholders and cross-functional teams; maintain timelines, risk logs, and change control in Salesforce; drive on-time go-lives, customer satisfaction, and handoff to Customer Success while improving implementation processes.

Lead end-to-end enterprise SaaS implementations from kickoff through go-live and handoff. Define scope, timelines, and governance; manage stakeholders and executive communications; maintain project plans and risk logs in Salesforce; run change control, retrospectives, and cross-functional coordination to ensure on-time launches and high customer satisfaction.

Build and scale a customer advocacy program to generate references, referrals, reviews, case studies, and advisory engagement. Partner cross-functionally with Customer Success, Product Marketing, and Sales to recruit advocates, manage CAB, drive review generation, and measure program impact via defined metrics and scalable workflows.

Lead end-to-end enterprise SaaS implementations from kickoff through go-live and handoff. Define scope, timelines, and governance; manage stakeholders, risks, scope changes, and cross-functional teams; maintain project artifacts in Salesforce; produce status reports, gate checks, and retrospectives; improve implementation playbooks.

The Customer Success Manager will assist customers with software challenges, champion customer needs, and collaborate with teams while providing exceptional service and support, primarily in the commercial contracting industry.