Head of Professional Services (f/m/d)

Productsup is looking for a Head of Professional Services (f/m/d) to lead our global team of Implementation Consultants and Managed Services specialists.
Reporting directly to the COO, you will manage a newly established team of approximately 15 people in a flat structure with no middle management layers. In this role, you will be fully responsible for the unit’s daily operations, team structure, and overall delivery margins.
A key part of this position is managing team capacity thoughtfully. Instead of just pushing for high billable hours, you will strategically use available team time to support customer retention, safeguard Net Retention Rate (NRR), and solve complex client issues.

Tasks

• Lead the unit: Directly manage a flat, global team distributed across three timezones (EMEA, India, and North America), fostering a unified culture with shared standards and equal growth opportunities.
• Define the operating model: Design and own intake, scheduling, delivery standards, tooling, and performance tracking for the unit.
• Drive retention and NRR: Partner closely with Revenue and Customer Experience leadership to deploy reserved capacity into key accounts to protect and grow NRR.
• Manage commercial performance: Own delivery margin, capacity planning, and the unit P&L, balancing profitable execution with strategic customer value.
• Develop people: Coach every team member, supporting their growth across implementation projects and recurring services.
• Handle escalations: Act as a senior point of contact for complex enterprise deliveries and high-stakes technical escalations.

Requirements

• Direct leadership experience: Proven track record of leading a technical or services delivery team of a similar size directly, without relying on team leads.
• Focus on customer value & NRR: Demonstrated success viewing team capacity through the lens of customer retention and value creation, not purely billable utilization.
• Alignment and change skills: Success shaping operational structures, bringing global groups together, and navigating organizational change directly.
• Domain fluency: Strong services delivery experience in data-heavy, integration-heavy, or technical environments (e.g., e-commerce, retail, martech/adtech).
• Commercial and process acumen: Clear understanding of project management, delivery margins, estimation risks, and P&L accountability.
• Cross-functional influence: Ability to proactively collaborate with Sales and CX stakeholders without relying on formal mandates.
• Based in Berlin and comfortable operating in a truly global environment.
• Professional fluency in English and flexibility to collaborate across global time zones (EMEA, India, North America).

Benefits

• A permanent position with an attractive salary at our growing company
• The option to work remotely and flexibly, because we know outstanding talent knows best how and where to work
• Ongoing internal and external training, plus a yearly learning budget to help you continuously grow professionally and further your career with Productsup
• Opportunities for engaging in our Corporate Social Responsibility initiatives, plus one paid Impact Day per year dedicated to voluntary work
• Employee referral bonuses: we know that talent attracts talent, and we encourage you to refer people you know to join our team
• The opportunity to take ownership and responsibility, impacting the company’s growth in an international environment with 40+ nationalities
• Discounted Urban Sports membership
• Employee Assistance Program

Productsup values diversity. We celebrate our differences and strive to learn from each other with the firm conviction that diversity drives innovation. Our commitment to equal opportunities applies across our hiring processes and culture.

This role's compensation corresponds to our M3 level in our organisation structure.