Vice President Services

Location: Flexible, Remote (U.S. required)Reports to: CEOAbout the roleKivo is transforming how life-sciences companies manage clinical, quality, and regulatory work. Our unified platform brings clarity and speed to teams navigating some of the most complex and high-stakes processes in the industry.We're looking for a Head of Services to build and scale our Services organization into a core business unit. This executive leader will oversee Customer Success, Technical Support, Implementations, Data Migration, and Professional Services—owning the full post-sale journey and ensuring our customers achieve rapid, measurable outcomes.This is an opportunity to shape how Kivo delivers value at scale: turning fast implementations and responsive support into a repeatable, world-class services engine. If you're motivated by building teams, defining methodology, and driving customer success in a regulated software space, this role offers the chance to make a direct impact on both our customers/' missions and Kivo's growth trajectory.What you/'ll doBuild and lead a multi-disciplinary org (CS, Support, PS/Implementation, Data Migration) with clear roles, ladders, and an operating cadence (QBRs/MBRs, targets, dashboards). This is a ground up exercise where you/'ll need to roll up your sleeves and be involved in execution as the team scales.Own the Services P & L: forecasting, pricing & packaging, utilization, margin, backlog, and capacity planning.Standardize delivery: implementation playbooks, risk & change management, cutover/migration checklists, and post-go-live care.Customer Success: drive outcomes, adoption, executive alignment, and expansion; run structured success plans, risk reviews, and escalation management.Technical Support: define tiering and SLAs, incident/problem management, knowledge base & community, follow-the-sun/on-call model as we scale.Data Migration: own methodology for discovery, mapping, dry runs, and production cutovers.Professional Services portfolio: create packaged offerings, fractional SME and system ownership roles; shape SOW standards and governance.Cross-functional leadership: partner with Product for feedback and roadmap influence; enable Sales with scoping, SOWs, and credible delivery dates; align with Marketing on references and case studies.Quality & compliance: ensure Services practices meet life-sciences expectations (GxP, 21 CFR Part 11/Annex 11, audit readiness).Talent & culture: hire leaders, coach managers, and build a performance culture with clear KPIs (NRR, GRR, NPS/CSAT, time-to-value, utilization, backlog health).What you/'ve done10+ years building and leading enterprise SaaS services; 5+ years running multi-functional teams (CS, Support, PS/Impl, Migration) with full P &L accountability. You/'ve built teams and offerings from idea to scale.Life-sciences software pedigree (e.g., Veeva, MasterControl, IQVIA, or similar) with hands-on exposure to validated/regulated implementations.Proven track record standing up delivery methodologies, staffing models, packaged offerings, and tooling (PSA, CRM, support desk, knowledge systems).Led complex, multi-stakeholder implementations and high-stakes escalations with executive customers.Built high-performing global teams; excellent exec presence and communication.Nice to haveExperience with quality/regulatory or clinical systems (e.g., QMS, eTMF, RIM, CTMS) and data migrations into modern SaaS platforms.Background integrating CS motions (health scoring, success plans) with Support/PS for a seamless customer experience.Partner ecosystem management (GSIs/boutiques) and pre-sales solutioning.How we/'ll measure successTime-to-value and on-time delivery ratesNPS/CSAT and executive referencesNet/ gross revenue retentionUtilization, attach/expansion, and Services marginReduction in escalations / MTTR with strong SLA adherenceCompensation & benefitsCompetitive executive compensation (base, bonus, equity), comprehensive benefits, and the opportunity to build a flagship Services franchise in life-sciences software. #J-18808-Ljbffr

Created: 2025-09-17