Director responsible for global critical situation management and customer success at Proofpoint. Handling urgent customer escalations and driving operational excellence in cybersecurity support.
About the role
- Director of Professional Services overseeing SaaS implementation and scaling with public sector clients. Seeking an experienced leader to build structures while maintaining speed and customer trust.
Responsibilities
- Build and scale a modern Professional Services function
- Lead and develop a seasoned team responsible for onboarding, implementations, integrations, and go-lives
- Introduce delivery discipline—frameworks, role clarity, capacity planning, and clear escalation paths
- Design one-time and recurring services offerings that balance customer outcomes, delivery speed, and margin
- Own execution for complex SaaS implementations
- Oversee multiple, concurrent, multi-phase implementations with government and public sector customers
- Partner closely with Product, Sales, Customer Success, and Support to manage dependencies and handoffs
- Ensure customers reach value quickly while navigating regulatory, data, and process complexity
- Deliver projects on time, on scope, and on budget—with high customer satisfaction
- Establish metrics that actually drive decisions
Requirements
- 8–12+ years leading Professional Services, Implementations, or Delivery in a SaaS environment
- Proven success guiding teams through growth, change, or operational maturity
- Hands-on experience with complex software implementations
- GovTech or regulated environments strongly preferred
- Deep understanding of utilization, margin, forecasting, and capacity planning
- Strong grounding in formal project management principles
- Experience supporting public sector or highly regulated customers
- Familiarity with SaaS financial models tied to services revenue
- Strong partnership experience with Product and Engineering
Benefits
- Competitive wages and salaries
- Wellness days
- Community Engagement Committee
- Flexible workday
- Health and dental benefits
- Culture committee
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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