Sr Manager, Professional Services

📋 Description

• • Own the end-to-end delivery of Stack Exchange’s Professional Services portfolio, guiding enterprise clients from initial onboarding through full-scale adoption of our knowledge-sharing platform. You will orchestrate implementations that touch millions of end-users and directly influence how engineering, product, and support teams collaborate across Fortune 500 companies.
• • Lead a distributed team of Solutions Architects, Engagement Managers, and Training Specialists who span four time zones. Your day-to-day coaching, career-pathing, and performance management will shape a culture obsessed with customer outcomes, continuous learning, and transparent feedback loops.
• • Translate complex customer objectives into phased, risk-mitigated project plans. You will scope statements of work, negotiate change orders, and maintain a living roadmap that balances technical feasibility with aggressive go-live dates—often compressing 12-month rollouts into 90-day sprints.
• • Serve as the executive escalation point for the top 10% of our revenue base. When a global bank’s migration stalls or a SaaS unicorn demands custom SSO, you parachute in with data-driven root-cause analysis, present remediation options to C-suite sponsors, and secure renewed expansion contracts before churn risk materializes.
• • Build and continuously refine our services methodology, playbooks, and tooling. You will audit post-mortems, A/B test onboarding sequences, and introduce automation that shrinks manual effort by 30% while improving NPS from 68 to 85 within your first year.
• • Partner with Product, Engineering, and Sales to inject customer insights back into the roadmap. Your weekly “Voice of Services” briefings will influence sprint priorities, pricing experiments, and packaging decisions that generate an incremental $5M ARR.
• • Forecast revenue, utilization, and margin with surgical precision. You will own a $12M annual P&L, re-allocate resources across 40 concurrent engagements, and present quarterly business reviews to our CFO and COO that highlight both leading and lagging indicators.
• • Champion diversity, equity, and inclusion within the Services org and across the company. You will sponsor mentorship circles for under-represented groups, ensure equitable promotion paths, and embed inclusive language into every client-facing artifact we ship.
• • Evangelize our success stories at industry conferences, customer advisory boards, and internal Stack Overflow town halls. You will ghost-write case studies that showcase 50% faster release cycles and 3× reduction in support tickets, turning satisfied clients into vocal advocates.
• • Stay razor-sharp on remote-first leadership best practices. You will experiment with asynchronous rituals, virtual white-boarding tools, and outcome-based OKRs that keep a globally distributed team cohesive without burning people out on video fatigue.