Head of Professional Services

Location

Santa Monica HQ

Employment Type

Full time

Location Type

On-site

Department

Customer Success

Compensation

• $200K – $225K • Offers Equity • Offers Commission

About Us

Axle Health builds AI scheduling and workforce management software to empower in-home healthcare providers to deliver exceptional, personalized care right where patients feel most comfortable—at home. Some of the biggest providers in the country use our software (like Cityblock Health and U Penn Health System) to improve the utilization of their field teams by 17%+, and automate the operational burden of scheduling and dispatching. Our platform includes proprietary logistics algorithms to optimize scheduling, a mobile app for field staff, an operations dashboard for office teams, engagement and booking tools for patients, and a wide range of integrations and external APIs for modular access. We’re a team of top-tier engineers and operators, backed by $14m from top investors such as Y Combinator, Pear VC, and F-Prime, applying our intellect and logistics experience to upend how home healthcare is delivered.

About You

This is a unique opportunity to join Axle Health as our founding Head of Professional Services, reporting directly to our CEO and building our post-sale revenue and service delivery engine. Ideal candidates are revenue-oriented operators who think like product managers: they see professional services not just as a cost center but as a strategic driver of growth, customer success, and product adoption. As our Head of Professional Services, you'll own three interconnected functions: implementation, services, and customer support. More importantly, you'll productize each of these; transforming custom, high-touch work into scalable, repeatable offerings that drive revenue. You'll design and launch tiered service packages (from self-service to white-glove), and establish the processes and infrastructure that allow us to serve customers at scale without sacrificing quality. This role requires someone who can balance strategic business thinking with hands-on execution. Initially, you'll lead implementations directly and manage support operations while building the services function through a founding hire. As we grow, you'll scale each function with the right mix of people, product, and automation.

What You'll Do

• Build and scale the Implementation function as an IC initially: Lead complex customer deployments directly, managing technical integrations with EMR systems, custom configuration of scheduling and routing algorithms, data migration, and staff training while establishing repeatable implementation playbooks
• Productize implementation services: Transform customer onboarding from custom deployments into standardized, tiered offerings defining scope, pricing, delivery timelines, and success criteria for each tier while building self-service onboarding resources that reduce implementation overhead
• Design and launch premium service SKUs: Create white-glove onboarding, implementation, and support packages that customers can purchase, building a professional services revenue stream that drives both growth and exceptional customer outcomes
• Establish tiered support offerings: Build a scalable customer support function (year 1+) that combines AI-powered automation with strategic human support, designing tiered support packages that balance cost efficiency with customer experience
• Drive revenue growth: Own revenue targets for customer services, identify expansion opportunities, build business cases,and close deals while partnering with Sales on commercial execution
• Coordinate cross-functional post-sale execution: Partner with Sales for seamless handoffs , work with Product and Engineering to prioritize customer-facing featuresand resolve technical blockers ,and collaborate with Customer Operations to ensure operational excellence
• Build scalable customer healthand engagement systems: Develop dashboards , health scoring models ,and automated engagement workflows that enablethe teamto manage growing customervolume efficiently while proactively identifying opportunities
• Scale Professional Services strategically: Develop high-performing team , establishing org structure , performance management ,and operational rhythms while maintaining player-coach involvement in critical customer situations
• Define service delivery standardsand economics: Establishthe operational metrics , unit economics ,and quality standards for each service offering , ensuring professional services drives profitable growth while delivering exceptional customer outcomes

Requirements

• Revenueand product-minded professional services leadership: 8+ years in Implementation ,Professional Services ,or Customer Success at a B2B SaaS company ,with demonstrated experience productizing services , designing tiered offerings ,and driving services revenue growth
• Businessand commercial acumen: Strong understandingof unit economics , pricing strategy ,and revenue modelsfor professional services ,with track recordof owning revenue targetsand building services offerings that drive both customer successand profitable growth
• Implementationand technical depth: Hands-on experience leading complex enterprise software deploymentsand technical integrations ,comfortable diving into technical details,troubleshooting blockers,and managing customer implementations directly as an IC
• Team buildingand leadership track record: Proven experience buildingand scaling customer-facing teams from early stages ,with abilityto hire talent , establish processes ,manage performance,and develop people in high-growth environments
• Strategicand operational excellence: Abilityto think strategically about service designand go-to-market while executing tactically on day-to-day customer deliverables,balance long-term infrastructure buildingwith immediate customer needs
• Cross-functional coordination skills: Demonstrated abilityto work effectively across Sales , Product , Engineering,and Operations teams,building alignmentand driving executionon complex initiativeswith multiple stakeholders
• Executive presenceand stakeholder management: Abilityto engage confidently with C-suite executivesat customer organizations,presenting business cases ,managing expectations,and building trustwith senior stakeholders while also selling premium service offerings
• Startup mentalityand autonomy: Thrivesin fast-paced ambiguous environments ;comfortable wearing multiple hats ;building foundational systems from scratch ;high agencyto identify what needs to be built ;execute without extensive direction

Nice to Haves

• Workforce management or logistics software background: Experiencewith scheduling routing or workforce optimization technologies particularly understandingthe implementation/support challenges unique to these complex operational systems
• Customer support scaling experience: Experiencebuilding customersupport functions from scratch balancing automation self-service human support creating scalable cost-effective models
• Healthcare technology professional services experience: Direct experience leading professionalservices at healthcare technology company understanding healthcare provider operations clinical workflows unique challenges implementing/supporting software in regulated healthcare environments
• EMR integration & healthcare IT expertise: Hands-on experience integrating EMR systems or other healthcare platforms understanding HL7 FHIR healthcare data standards
• Home healthcare or field service industry experience: Experienceworking with home health agencies hospice providers or field-based healthcare organizations familiarity operational models technology needs

What We Offer

In additionto offeringa competitive salary & equity: We are committedto your Ownership:

• Cultivate environment where team members feel ownership over their work; everyone has big ideas we wantto hear & implement.
• All employees have equity compensation benefiting from hard work helping patients & catalyzing shift in healthcare.

We are committedto your Wellness:

• Medical Dental Vision coverage
• 401k plan
• Flexible PTO & sick days
• Commuter benefits
• Santa Monica HQ with180 degree beach views & daily catered lunches

We are committedto your Growth:

• Fast paced work environment geared towards professional growth
• Opportunities tomove roles within organization learn new skills continue impact

We are committedto building Community:

• Monthly team events dinners happy hours
• Special team outings including yacht cruises visits Universal Studios Magic Castle Vegas

Compensation Range: $200K - $225K