Job Description: AVP – Client ServicesPosition Overview

Job Title: AVP – Client Services
Location: Gurgaon, India
Experience Required: 20+ Years
Employment Type: Full-time

Role Overview

We are seeking an experienced and dynamic AVP – Client Services to lead a growing Professional Services and Client Services function within a SaaS-based product organization.

The ideal candidate will be a strategic and customer-focused leader with extensive experience in SaaS implementations, professional services, customer success, and client delivery. This role requires solid leadership capabilities, commercial understanding, and the ability to work collaboratively with Sales, Product, Engineering, and other cross-functional teams.

The successful candidate will be responsible for driving successful customer implementations, strengthening client relationships, improving delivery outcomes, and building scalable professional services operations.

Key Responsibilities

- Lead and manage the Professional Services / Client Services function.
- Drive successful implementation and delivery of SaaS products for enterprise customers.
- Develop and execute strategies to improve customer experience, adoption, retention, and overall success.
- Lead large-scale and complex customer implementation programs from planning through successful delivery.
- Build and maintain strong relationships with senior client stakeholders and decision-makers.
- Partner closely with Sales, Product, Engineering, and other cross-functional teams to ensure seamless customer delivery.
- Establish scalable processes, frameworks, and best practices for skilled services and client delivery.
- Monitor project delivery, customer satisfaction, timelines, risks, and overall business outcomes.
- Identify opportunities for process improvement, operational efficiency,



and service expansion.
- Support commercial and strategic discussions related to customer engagements and SaaS services.
- Develop and mentor high-performing professional services and client delivery teams.
- Establish appropriate KPIs, governance mechanisms, and performance metrics for the function.
- Provide strategic updates and insights to senior leadership regarding customer delivery, operational performance, risks, and opportunities.
- Drive continuous improvement across implementation, onboarding, skilled services, and customer success processes.

Required Qualifications & Experience

- Bachelor's degree in Business, Information Technology, or a related field, or equivalent professional experience.
- 20+ years of total professional experience.
- Candidates must have experience working with a SaaS-based product company.
- 8+ years of experience in Professional Services, with significant experience in leadership positions.
- Proven track record of leading SaaS implementations and customer success initiatives.
- Strong experience working with cross-functional teams including Sales, Product, Engineering, and Customer Success.
- Strong understanding of SaaS business models and subscription-based services.
- Demonstrated experience managing complex enterprise customer engagements and delivery programs.
- Strong strategic thinking, commercial awareness, and operational leadership capabilities.

Leadership & Core Competencies





- Exceptional leadership and people-management skills.
- Strong client relationship and stakeholder management capabilities.
- Excellent communication and executive presentation skills.
- Strong understanding of professional services operations and delivery governance.
- Ability to operate effectively in a fast-paced and evolving SaaS environment.
- Strong problem-solving and decision-making abilities.
- Customer-centric mindset with a strong focus on business outcomes.
- Ability to build scalable teams, processes, and delivery frameworks.
- Strong commercial and strategic orientation.

Preferred Qualifications

- PMP, ITIL, or other relevant professional certifications are a plus.
- Experience leading large-scale SaaS implementations.
- Experience in enterprise SaaS / B2B SaaS environments.
- Strong understanding of subscription-based technology businesses.

Ideal Candidate Profile

The ideal candidate is a senior SaaS Professional Services / Client Services leader with extensive experience managing complex implementations, enterprise customers, and high-performing delivery teams.

They should bring a combination of strategic leadership, SaaS expertise, customer-centricity, operational excellence, and strong cross-functional collaboration.

Relevant Current or Recent Job Titles

Candidates may come from roles such as:

- AVP – Professional Services
- VP – Professional Services
- Director – Professional Services
- Senior Director – Professional Services
- Director – Implementation
- Director – Onboarding
- Head of Customer Delivery
- Head of Client Services
- Senior Director – Client Services
- VP – Client Services
- Head of Professional Services

Pay: Up to ₹7,600,000.00 per year

Work Location: In person

📌 AVP – Client Services (India)
🏢 Workwell HR
📍 India