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Director, Professional Services

Customer Success | San Francisco, CA | Full Time

Job Description

Director, Professional Services

(San Francisco)

About Us

CrowdFlower is the essential human-in-the-loop AI platform for data science and machine learning teams. The CrowdFlower software platform trains, tests, and tunes machine learning models to make AI work in the real world. CrowdFlower's technology and expertise supports a wide range of use cases including autonomous vehicles, intelligent personal assistants, medical image labeling, consumer product identification, content categorization, customer support ticket classification, social data insight, CRM data enrichment, product categorization, and search relevance.

Headquartered in the Mission District in San Francisco and backed by Canvas Ventures, Trinity Ventures, Industry Ventures, Microsoft Ventures, and Salesforce Ventures, CrowdFlower serves Fortune 500 and fast-growing data-driven organizations across a wide variety of industries. For more information, visit

Role Overview & Responsibilities

As the Director of Professional Services at CrowdFlower, you will report to the VP Customer Success with responsibility for defining, building, and managing the Professional Services function to enable large scale enterprise deployments of the CrowdFlower platform. The ideal candidate is a respected leader who has thrived inside high growth successful customer success teams. In this role, you will work closely with our Sales team to build customer confidence in the Professional Services value proposition. You will also develop a repeatable and scalable approach to implementing services that drive adoption, renewal and expansion. This is a leadership role and requires a combination of technical and customer facing skills and ability to coach and mentor Customer Success and Sales professionals.

Additional Responsibilities Include:

  • Develop and deliver range of Professional Services offerings and packages to drive enterprise adoption of the CrowdFlower platform.

  • Hire, onboard, manage and mentor a team of technical Professional Services consultants.

  • Partner with Sales in pre-qualification and scoping to ensure that high quality deals are sold that will lead to successful customer outcomes.

  • Partner with Sales to drive attachment of Professional Services offerings to large enterprise deals.

  • Implement the process, systems and technology required to support the delivery of successful customer projects.

  • Manage billable hours and team utilization to deliver acceptable gross margin performance.

  • Travel is required up to 25%.

Requirements & Experience

  • 5+ years in Services leadership roles delivering services to enterprise customers for a SaaS B2B technology platform.

  • Proven track record leading customer engagements with demonstrated ability to understand technical concepts, guide business strategy and deliver positive results for customers.

  • Executive-level interpersonal communication skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.

  • Experienced change agent with ability to drive process improvement within a fast-paced and dynamic environment.

  • Proven ability to meet deadlines while managing multiple priorities.

  • Self-directed with the ability to identify and solve complex cross functional problems.

  • Excellent communication and collaboration skills.

  • Strong program, project and process management skills.