Manager, Professional Services

Job Summary

Manager of Professional Services at Spa Soft, a pioneer in spa and activity management systems with over 20 years of experience. This role reports directly to the Spa Soft President and owns the end‑to‑end customer onboarding and delivery experience, ensuring clarity, consistency, and pace across projects.

Compensation: $75,000–$85,000 annually.

Location:

Spa Soft Canada. Status:
Regular employee, 37.5 hours per week, 1 opening.

• Own Professional Services delivery across system builds, implementations, deployments, training, and internal initiatives.
• Lead complex, enterprise‑level onboarding projects with multiple work streams, integrations, timelines, and stakeholders.
• Drive predictable delivery performance against financial, operational, and customer experience targets.
• Establish structured planning, sequencing, and prioritization across multiple concurrent projects to ensure clarity, accountability, and momentum.
• Identify opportunities to automate and standardize onboarding workflows, including configuration, data migration, validation, documentation, and customer communications.
• Partner closely with Development and Product to design scalable onboarding solutions and ensure new features, integrations, and platform changes are successfully delivered to customers.
• Support Sales and Presales on strategic enterprise opportunities by providing delivery leadership, implementation confidence, and realistic execution plans.
• Conduct forward‑looking resource planning aligned to demand forecasts, service level objectives, and revenue targets.
• Define and monitor Professional Services KPIs using AI‑enabled analytics to surface risks, trends, and optimization opportunities early.
• Improve delivery predictability by standardizing tools, playbooks, and onboarding frameworks across customer segments.
• Collaborate cross‑functionally to ensure product releases and infrastructure changes are effectively adopted by customers without disrupting service continuity.
• Build, coach, and lead a high‑performing Professional Services organization capable of supporting enterprise‑scale implementations.
• Foster a culture of ownership, accountability, continuous improvement, and customer empathy.
• Own performance management, development planning, and succession readiness for team members.
• Enable the team with AI‑powered tools, automation, and standardized methodologies that improve consistency and reduce manual overhead.
• Encourage knowledge sharing, best‑practice exchange, and process refinement across the organization.
• Act as an executive‑level partner to key enterprise customers throughout onboarding and delivery.
• Serve as the primary escalation point for Professional Services delivery matters, resolving issues with urgency, clarity, and diplomacy.
• Ensure onboarding experiences feel tailored and high‑touch while remaining operationally scalable.

• Hands‑on experience leading Professional Services, Implementation, or Customer Delivery teams within B2B SaaS or vertical software organizations.
• Demonstrated success delivering complex, enterprise‑level projects, including multi‑location deployments, integrations, and phased rollouts.
• Proven ownership of delivery performance in results‑driven environments, including revenue, margin, and operational outcomes.
• Experience working closely with Product and Engineering to improve delivery processes and scale operations.
• Familiarity with both cloud‑hosted and customer‑installed software environments.
• Willingness to travel occasionally to support enterprise customers and strategic initiatives.
• Willingness to work varied hours to support team or projects for international customers when needed.
• Strong ability to manage multiple enterprise onboarding initiatives through structured prioritization and clear execution.
• High comfort level leveraging AI and automation to improve forecasting, reporting, and onboarding workflows.
• Experience partnering closely with Development teams to automate manual processes and scale delivery operations.
• Analytical and commercially minded, with the ability to connect delivery execution to business outcomes.
• Strong technical curiosity, with working…