Sr Manager, Professional Services

Role Overview

Stack Overflow is expanding its Professional Services function to meet growing enterprise demand. We need a builder to scale a high-margin business line that drives customer retention, expansion, and strategic partnership positioning. This is a rare chance to architect a services organization inside an iconic developer brand at a pivotal moment. As the Senior Manager, you'll lead a Community Delivery team (already in place) and Forward Deployed Engineering team (yet to be hired). You will build the operational foundation, delivery playbooks, and commercial engine that scales from seven figures to eight.

What you’ll do

Delivery Operations & Team Leadership (60%)

• Run the weekly and monthly operating rhythm across Community Services (Launch, Management, Monitoring) and Technical Services (MCP integrations, API implementations, custom prompt engineering).
• Set utilization targets, conduct quality reviews, and ensure on-time, on-budget delivery while maintaining the margins that make Professional Services economically viable.
• Directly manage the Lead Community Delivery Manager (CDM) and the Forward Deployed Engineering (FDE) team.
• As volume grows, make the case for additional headcount, define roles, and build the bench.
• Coach on delivery methodology, customer communication, and commercial awareness.

Scoping, Service Development & GTM Alignment (40%)

• Lead the evolution of the services portfolio in partnership with Solutions Consulting leadership.
•  Work directly with customers and Sales Engineering to scope engagements, translating customer problems into SOWs that protect margin while remaining sellable.
• Expect significant field time during sales cycles. This role writes the SOWs, not just the templates, and also delivers C-suite level presentations and success roadmaps.
• Build the enablement materials (deal qualification criteria, pricing guidance, renewal playbooks) that help Sales and Customer Success sell services confidently.
•  Track revenue, utilization, and margin weekly; flag variance early and recommend adjustments.
•  Near-term priorities include codifying additional fixed-scope Technical Services offerings and piloting the next wave of Agentic AI services.

What you’ll bring

• Six to ten years in professional services, customer success, or consulting delivery roles within B2B SaaS, with at least three to six years managing individual contributors or leads. 
• Demonstrated experience launching or significantly iterating service offerings, you've built playbooks, and optimized for sales and delivery effectiveness.
• Hands-on scoping experience and executive presence; you've sat across from customers, qualified requirements, written SOWs, and presented success roadmaps to the C-Suite.
• Financial literacy to build utilization models, understand margin dynamics, and read a services P&L.
• Executive communication skills; you'll join C-level QBRs and need to hold the room.
• Experience in developer tools, knowledge management, or platform/API products where the buyer is technical.
• Background in environments where services had to prove ROI to justify existence (PE-backed, high-growth SaaS, or turnaround situations).
• Familiarity with MCP, RAG architectures, or enterprise AI deployment. You don't need to code, but you need technical credibility.

The On-Target Earnings for a highly qualified candidate is up to $220k  #LI-KS1