Director of Professional Services

About the role

We're looking for a leader to own and transform the delivery engine at Clutch, across Technical Delivery, PMO, and Solutions Consulting. As we scale, delivery is a core growth lever. How fast and efficiently we take customers live and into value directly sharpens our edge in the market. At Clutch, delivery and product are deeply intertwined: how we configure and implement is itself part of the product experience. This leader works hand-in-hand with Product and Engineering, and is accountable for reimagining how delivery works end-to-end and building the operating model that enables it. Our Professional Services team is responsible for implementing Clutch products for our Credit Union customers, and carrying them to lasting value. We have a strong bench of managers and deep domain expertise. What we need is a leader who can point that talent at the right problems and get a fundamentally better motion out of the team, and holding both speed and quality at the same time. Clutch is a revolutionary vertical SaaS company, proudly backed by Andreessen Horowitz (A16z), aimed at revolutionizing the way Credit Unions engage and change the lives of their members. As a champion of financial well-being, we address the urgent need for affordable lending solutions in an era where

Responsibilities

• Within 1 month, you will:
• Quickly build trust and credibility with your team and cross-functional partners, while forming a sharp POV on our delivery motion and where it's leaving speed and efficiency on the table.
• Identify and launch early high-impact changes, demonstrating a bias for action and experimentation rather than waiting for a full assessment cycle.
• Own the delivery metrics that matter (CSAT, time to implementation, utilization, and delivery predictability), and establish the cadence and visibility to manage these metrics.
• Within 3 months, you will:
• Lead the team to operational changes that materially bring time-to-implementation down to our targets across all products, without trading away quality.
• Reshape how the team is measured and incentivized to reward impact and outcomes over activity.
• Raise the performance bar across the organization by building the systems that enable clear expectations, priorities, and feedback.
• Reinvent roles on the team using scalable, innovative technology and methods to change how delivery work gets done.
• Within 6 months, you will:
• Institutionalize a scalable delivery operating model that holds as Clutch brings new products to market.
• Develop the manager layer into leaders that autonomously own outcomes, drive performance, and grow their people.
• Deliver clear, executive-level visibility into delivery health, risk, and economics of the motion, contributing actively to growth strategy & direction.

Requirements

• 10+ years in SaaS Professional Services or Software Delivery, with 3+ years managing leaders, not just individual contributors.
• A proven track record of scaling and transforming delivery motions end-to-end that lead to material efficiency gains in time & resourcing, without sacrificing quality or customer satisfaction.
• Demonstrated success working hand-in-hand with Product and Engineering teams, being comfortable operating where delivery and product overlap.
• Strong people leadership: ability to coach and develop managers, staff resilient teams, and drive alignment on vision and goals.
• Bias for action and experimentation in an ambiguous, fast-paced environment, with the ability to ramp quickly.
• High AI fluency and a drive to constantly reinvent how works get done, reaching for technology to reimagine "today's role" rather than defaulting to traditional playbooks or how things have always been done.
• Command in all directions: influencing executives, peer functions, and down through a leadership layer.
• Strong understanding of SaaS implementation lifecycles, enterprise customers, and recurring-revenue economics.
• Familiarity with PSA tools and SaaS delivery analytics.
• Financial services, fintech, or other regulated-industry experience strongly preferred.
• Please note that this role may evolve as our business needs change, so we appreciate your flexibility and adaptability.
• What's In It For You?
• Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly.
• Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas.
• Paid Time Off: Enjoy flexible PTO days yearly for relaxation and rejuvenation.
• Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package.
• Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials.
• Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working.
• Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans.

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