Senior Director, Professional Services

Axonify is the leading learning and enablement platform, redefining frontline performance and empowering companies to achieve unmatched customer experience (CX), higher sales, improved workplace safety, and lower turnover.We are an AI-first solution, deeply committed to leveraging technology to solve real-world challenges for frontline teams. Our platform transforms slow, inconsistent, or unscalable work processes by integrating thoughtful AI, brain science, and personalized development. This approach ensures genuine impact, helping over 4 million people in 160+ countries unlock their full potential and achieve next-level performance. Our industry-leading 83% engagement rate demonstrates the power of our SaaS platform, which is built on a robust, future-ready AI foundation emphasizing crystal-clear data, continuous growth, and rigorous quality.If you thrive on turning challenges into opportunities, believe in the collective power of "we," aren't afraid to innovate with a "Let's try this" attitude, and are ready to help us lead the charge in AI-driven enablement, we want to talk to you. Let's change the game together!We’re looking for a Senior Director, Professional Services to be the strategic leader defining and executing a long-term vision for Professional Services that aligns with our company goals. Your mission is to drive operational excellence, scalable growth, and profitability, ensuring our customers experience best-in-class delivery every step of the way.You will lead our talented teams across implementation, content, and solution design, making sure every customer realizes measurable business impact and lasting value. This is a pivotal opportunity to connect pre-sales vision with successful post-sales outcomes, directly positioning customers for renewal and expansion. As part of our Customer Success Organization, you'll partner closely with Sales, Customer Success, Product, Development, and Finance to translate customer goals into a flawless delivery experience and powerful business results.The impact you'll have: Professional Services Strategy & LeadershipDefine and execute Axonify’s Professional Services strategy, aligning delivery performance with company growth, customer retention, and profitability goals. Design and evolve service offerings to meet market demands, drive productivity gains and increase time to value.. Partner with Revenue Operations to assess technologies needs and introduce and deploy new technologies as needed to enhance productivity and customer experience within Professional Services.Establish a robust KPI framework (e.g., TTV, CSAT, attach rate, utilization, delivery margin, repeatability index) with clear accountability across PS functions.Develop and manage external partner relationships.Delivery Excellence & OperationsDefine delivery milestones, quality standards, and project completion criteria within Statements of Work (SOWs).Maintain operational rigor through project governance, resourcing models, and workload planning.Ensure repeatable, scalable, and profitable engagements.Foster a culture of consultative partnership, operational excellence, and continuous improvement.Customer Outcomes & CollaborationPartner with Customer Success to and align implementation plan to overall CS strategy.Collaborate with Customer Experience to monitor and improve Time to Value, delivery CSAT, and journey friction metrics.Maintain alignment with Sales and Product to ensure scoping accuracy, technical feasibility, and customer readiness.Represent customer feedback from delivery in cross-functional forums to drive continuous product and process improvement.Serve as an executive escalation point for strategic implementations and enterprise customers.Financial & Performance ManagementOwn Professional Services P&L performance — including forecasting, resource allocation, and performance analytics to continuously improve operational efficiency and provide insights to Executive teamRefine predictive analytics and capacity modeling to anticipate delivery demand and optimize resource planning.Collaborate with Finance and Sales to ensure Professional Services (PS) offerings are competitively priced, structured to maximize value realization and margin, and align with all applicable legal and contractual terms and conditions.Report on PS performance metrics to the SVP of Customer Success and the executive team.The Things You Bring10+ years in Professional Services, Implementation, or Customer Delivery leadership within a B2B SaaS environment.Experience leading transformation of PS organizations toward scalable, repeatable, and productized service models.Strong background in program delivery, change management, and customer consulting.Experience leading multi-disciplinary delivery teams (technical, instructional design, consulting).Strong understanding of implementation delivery, managed services and technical services.Expertise in project governance, utilization modeling, and time tracking systems (Kantata, Asana, Salesforce, Power BI).Demonstrated success improving Time to Value, billable utilization, and delivery margin.Strong cross-functional collaboration skills — partners effectively with Product, Sales, and Customer Success leadership.Strong executive communication skills — able to represent PS in board-level discussions and cross-functional strategy sessions.Analytical skills, problem solving and the ability to conceptualize, negotiate and sell ideas internally and externally.Excellent financial acumen and data-driven decision-making capability.Work location:This is a flexible position and has the option of working in our office, hybrid throughout the week or working remotely with exception to our employee experience days where we bring our teams together.You will be provided with the tools, resources and support to ensure your success.The Things You’ll EnjoyAn impactful product that gives back to the communities and frontline workers that support our everyday lives.People with great attitudes that lead to great results through our values: Empathetic, Bold, Innovative and Empowering.A diverse team that celebrates unique perspectives and experiences that add richness to our culture.Leaders that trust deeply who leverage our skills, adapt to us as individuals and encourage us to be our best selves.Check out our perksReady to join the Axonify team? Here’s what’s next.Apply. Our Talent Acquisition team is committed to providing an outstanding experience throughout your journey with us. Learn more about Axonify by visiting us at www.axonify.com/careersWe believe our team’s unique life experiences, backgrounds, cultures, beliefs and abilities add richness to our culture and depth to our ideas. Our ongoing commitment to diversity and inclusion creates an environment that supports, empowers and delivers a sense of belonging for all members of the team.We want to remove barriers that may limit you from joining Axonify. Email us at accessibility@axonify.com to let us know how we can provide you with reasonable accommodations through our candidate journey.