Job description
About SupportLogic
SupportLogic SX™ is a platform that elevates customer service experience by leveraging natural language processing (NLP) and machine learning (ML). The platform seamlessly integrates with your existing ticketing system (such as Salesforce Service Cloud, Zendesk, Microsoft Dynamics), reads all the comments in every ticket to extract key signals related to customer sentiment and churn, predicting outcomes and providing proactive recommendations. Customer Support and Success organizations use the platform to stay on top of how their customers feel about them thus improving customer relationships, products and operations.
We are a well-funded startup with investments from top tier investors in Silicon Valley (Sorenson Ventures, Sierra Ventures) and a customer list that is a who’s-who of Enterprise IT companies. We are privileged to have customers who are not only outspoken fans of our product but also prove it by renewing every year.
Director of Professional Services
About SupportLogic
At SupportLogic, we help global enterprises unlock the true potential of their support teams. Our AI-driven platform proactively surfaces insights from customer interactions to optimize support operations and elevate the customer experience.
We’re growing fast and looking for a passionate Director of Professional Services to help our customers succeed through every stage of their journey — from onboarding to everboarding and beyond.
The Role
As the Director of Professional Services, you will lead and grow a world-class services team. You will ensure that our customers receive a consistent, exceptional experience from their first interaction through renewal and expansion. You’ll champion everboarding — the practice of continuously educating and enabling customers to maximize value as our product evolves.
You will partner cross-functionally with Sales, Marketing, Support, Product, and Engineering to advocate for our customers, drive process improvements, and help secure our competitive advantage. You will also be responsible for mentoring and developing your team, ensuring they have clear paths for growth and success.
What You’ll Do
- Partner cross-organizationally to deliver a consistent, best-in-class customer experience from first touch through renewal.
- Champion usage and adoption programs to ensure customers continually extract maximum value from SupportLogic’s solutions — driving true everboarding initiatives.
- Ensure the Onboarding and Services team follows industry best practices for customer engagement, delivery, and advocacy.
- Collaborate with internal stakeholders to represent customer needs, identify process improvements, and capture competitive insights.
- Lead, mentor, and grow the Professional Services team, supporting career development and high performance.
- Drive cross-functional alignment to deliver customer outcomes that turn support into a strategic advantage.
- Scope and define project deliverables for new customer implementations and expansions.
- Develop and write clear, detailed Statements of Work (SOWs) that align customer needs with SupportLogic’s capabilities.
- Lead the exploration and discovery of customer systems, processes, and data workflows to ensure successful solution design and deployment.
- Serve as an escalation point for complex implementations and customer engagements, ensuring timely issue resolution.
- Work closely with Sales to support pre-sales scoping, estimation, and resource planning for Professional Services engagements.
- Define and report on key performance indicators (KPIs) related to onboarding & services efficiency, customer satisfaction, and services utilization.
- Evaluate and improve internal delivery processes, playbooks, and project management tools to drive operational efficiency and scalability.
- Identify opportunities to drive revenue through value-added service offerings and improved resource utilization.
About You
(Don’t worry if you don’t check every box — we expect you to grow and learn with us!)
- Demonstrated leadership in customer relationship management, ideally within a SaaS startup.
- Direct people management experience — you love helping others grow and succeed.
- Proven experience selling, scoping, and delivering SaaS products and services to enterprise customers.
- Strong background in drafting and negotiating Statements of Work (SOWs) and defining project scope.
- Proven track record of leading cross-functional teams to deliver results.
- Experience leading distributed or global teams across time zones and geographies.
- In-depth understanding of AI, Machine Learning, and Natural Language Processing (NLP) concepts.
- Solid knowledge of ETL and database technologies such as Fivetran and Snowflake.
- Strong grasp of CRM systems like Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics.
- Thrive in a fast-paced, high-growth environment — startup life excites you.
- Highly organized, able to prioritize and juggle multiple complex engagements.
- Passionate about customer experience and the teams that drive that experience — you believe strong teams transform businesses.
Ready to help us transform the future of customer support? Apply today!
