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Vice President, Professional Services

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Tucows

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

222700.00 - 247400.00 USD / Year
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Job Description:

The Vice President of Professional Services is responsible for building and scaling a high-impact, product-aligned Professional Services organization that enables customer time-to-value, drives expansion revenue, and supports long-term customer retention. In a SaaS telecom environment, this role focuses on repeatable implementations, strong gross margins, predictable delivery, and deep integration with Product, Sales, and Customer Success. The VP ensures Professional Services accelerates adoption of the platform without becoming overly custom or resource-intensive.

Job Responsibility:

  • Define the Professional Services strategy to support a SaaS, subscription-first business model
  • Design service offerings that prioritize standardization, configurability, and reuse over custom development
  • Ensure services accelerate customer onboarding, platform adoption, and value realization
  • Partner with Product to influence roadmap decisions that reduce implementation complexity over time
  • Own end-to-end delivery of implementations, integrations, migrations, and upgrades
  • Establish scalable delivery models leveraging templates, playbooks, automation, and partner ecosystems
  • Drive continuous improvement in delivery velocity, quality, and predictability
  • Balance in-house delivery with system integrators and regional partners where appropriate
  • Own the Professional Services P&L with a strong focus on gross margin, utilization, and cost control
  • Ensure accurate scoping, pricing, and SOW development aligned to SaaS economics
  • Partner with Sales on deal strategy to avoid over-customization and margin erosion
  • Improve forecasting accuracy and capacity planning to support growth
  • Ensure Professional Services contributes directly to customer satisfaction, retention, and net revenue retention
  • Act as an executive sponsor for strategic accounts and complex implementations
  • Identify opportunities for expansion services tied to new modules, features, or geographies
  • Support renewals and expansions through strong delivery outcomes and executive engagement
  • Lead and scale a team of implementation consultants, solution architects, and software engineers
  • Build career paths, performance frameworks, and leadership development for services talent
  • Foster a culture focused on accountability, continuous improvement, and customer impact
  • Ensure hiring plans align with product roadmap and go-to-market priorities
  • Work closely with Product, Engineering, and Customer Success to reduce delivery friction and improve platform usability
  • Partner with Sales, Marketing, and Finance on packaging, pricing, and go-to-market alignment
  • Collaborate with Finance and Legal on contracts, revenue recognition, and compliance

Requirements:

  • 10–15+ years of experience in Professional Services or Consulting leadership within a SaaS telecom or telecom-adjacent software company
  • Proven experience scaling Professional Services in a subscription-based business
  • Strong understanding of telecom SaaS platforms (e.g., OSS/BSS, CPaaS, billing, provisioning, network automation)
  • Demonstrated ownership of a services P&L with strong margin performance
  • Experience balancing standardization with customer-specific needs in enterprise SaaS deployments
  • Executive-level customer presence with experience supporting enterprise and carrier-grade customers

Nice to have:

  • Experience working in high-growth SaaS environments
  • Background in systems integration or platform implementations
  • Experience building partner-led delivery models
  • MBA or equivalent advanced degree

Additional Information:

Job Posted:
January 15, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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