[Hiring] Senior Director, Professional Services @Fluxx

Role Description

Fluxx is looking for a Senior Director, Professional Services, to join the Customer Experience Team. The Senior Director of Professional Services is a strategic business leader accountable for the operational and financial performance of the organization’s onboarding and implementations. This leader will oversee both internal teams and external implementation partners to ensure customer projects are delivered efficiently, profitably, and at scale, and model both financial discipline and customer stewardship, ensuring the Professional Services function operates as a scalable business engine and a trusted partner to our customers. This is a full-time exempt and remote position. Candidates must be located in the United States.

What you will do

• Strategic & Financial Leadership:
  • Operate Professional Services as a strategic business function, accountable for P&L performance, including utilization, margin, throughput, and revenue forecasting.
  • Develop and execute financial forecasts, staffing models, and pricing strategies that align with revenue goals and corporate objectives.
  • Partner with Finance and the VP of Customer Experience to report on performance, identify levers for margin improvement, and ensure profitability across the portfolio.
  • Define annual PS financial targets and develop plans to achieve or exceed them.
  • Optimize for both financial and customer outcomes — ensuring short-term profitability supports long-term customer and business health.
• Balanced Decision-Making & Customer Stewardship:
  • Exercise sound judgment in balancing financial outcomes with strategic customer investments, knowing when exceptions or goodwill work are warranted to protect relationships or market reputation.
  • Evaluate tradeoffs thoughtfully — using data, business context, and customer insight to guide when to prioritize margin versus long-term trust.
  • Partner with Finance and CX leadership to track and learn from these decisions, creating guidelines for future scenarios.
  • Champion the principle that strong customer outcomes and operational discipline are mutually reinforcing, not opposing goals.
• Operational Excellence & Delivery Governance:
  • Establish and enforce delivery methodologies, governance standards, and performance frameworks to ensure quality, efficiency, and predictability in project outcomes.
  • Standardize implementation offerings ranging from Quick Start (~$10K, ~1 month) to complex enterprise deployments (~ 18 months, $100K+).
  • Drive improvements in throughput, resource utilization, and burn rate while maintaining high customer satisfaction.
  • Implement clear project performance tracking — ensuring visibility into backlog, delivery velocity, and margin by project type.
• Partner Ecosystem Leadership:
  • Serve as the executive owner of the implementation partner ecosystem, which delivers approximately half of all implementations.
  • Design and lead a partner enablement and certification framework, ensuring partners are trained, equipped, and empowered to deliver as seamless extensions of the company.
  • Establish partner performance scorecards and conduct quarterly business reviews to drive accountability, delivery quality, and contribution to profitability.
  • Create scalable reporting and collaboration processes to minimize tactical management overhead while improving partner outcomes.
• Cross-Functional Alignment & Sales Partnership:
  • Collaborate closely with Sales leadership to ensure accurate project scoping, pricing, and resourcing, driving predictable and profitable deal structures.
  • Partner with Product, Customer Success, and Support to align Professional Services delivery with product evolution and the overall customer lifecycle.
  • Serve as a key member of the Customer Experience Leadership Team, influencing company-wide decisions that impact revenue, delivery, and customer outcomes.
• Tools, Data, and Performance Visibility:
  • Own the Professional Services Automation (PSA) and project management tools, ensuring data accuracy and real-time reporting on utilization, backlog, forecast, and burn rate.
  • Build and maintain dashboards to provide executive visibility into PS performance metrics, trends, and risks.
  • Use data-driven insights to optimize staffing, resource allocation, and delivery processes.
• Talent Development & Leadership:
  • Lead, mentor, and scale a team of project managers, solution builders, and data migration specialists.
  • Build clear role definitions, career paths, and performance frameworks to attract and retain top talent.
  • Foster a culture of accountability, adaptability, and continuous improvement across internal and partner teams.

Qualifications

• 10+ years of experience in Professional Services, Consulting, or Customer Delivery, with at least 5 years in a senior leadership role.
• Proven success in managing financial and operational metrics, including utilization, margin, throughput, and forecasting.
• Demonstrated ability to balance financial accountability with customer value creation, using strategic judgment to guide tradeoffs.
• Experience managing implementation partners, including enablement, certification, and performance management.
• Strong financial acumen and experience developing and managing P&L forecasts.
• Exceptional communication and executive presence, with a track record of influencing cross-functional stakeholders.
• Expertise with PSA tools, project management platforms, and performance dashboards, particularly Rocketlane and/or Planhat.
• Experience leading teams delivering SaaS implementations from quick-start to complex enterprise configurations.

Preferred

• Experience with grants management, CRM, ERP, or workflow automation SaaS products.
• Background in scaling Professional Services functions in a high-growth or mid-market SaaS company.
• MBA or advanced degree preferred.

Salary

Fluxx is committed to fair, transparent, and equitable compensation practices. We use a market based approach that considers cost of labor by geographic region, along with company size and industry benchmarks. This role is categorized into compensation tiers based on location, with the following expected annual on-target earnings (base & 10% bonus):

• Zone 2: Atlanta, Seattle, San Diego, Washington D.C. - $175,000 – $200,000
• Zone 3: All other U.S. locations - $165,000 – $190,000

The range listed reflects the expectations outlined in this job description. The final salary and commission package will be determined based on, but not limited to: (a) the candidate’s location, (b) individual skills and qualifications, and (c) relevant experience.

Benefits

• Medical, dental, and vision insurance
• Flexible time off
• Paid sick leave
• 12 weeks of fully-paid parental leave
• Annual learning and development stipend
• Internet stipend
• One-time home office set-up stipend
• 401(k) retirement plan with company match
• Eligible for incentive stock options, subject to the terms of Fluxx’s applicable stock plans