Director of Professional Services

About the role

Clutch is seeking a senior leader to take charge of and reinvent the delivery engine across Technical Delivery, PMO, and Solutions Consulting. As the company grows, delivery is a major driver of expansion, and the speed and efficiency with which customers go live and begin realizing value directly strengthens the company’s market position.

In this organization, delivery and product are closely connected: the way implementations are configured and executed is part of the product experience itself. This role partners closely with Product and Engineering and is responsible for redesigning the full delivery lifecycle and building the operating model that supports it.

About the team

The Professional Services team implements Clutch products for credit union customers and helps ensure they achieve long-term value. The team already has strong managers and deep subject-matter expertise. What is needed now is leadership that can direct that capability toward the right priorities and produce a substantially stronger delivery motion while maintaining both speed and quality.

What you will accomplish

In the first month

• Build strong trust with the team and cross-functional stakeholders, while developing a clear point of view on the current delivery model and where it is losing time or efficiency.
• Move quickly on early, high-impact improvements by favoring action and experimentation instead of waiting for a complete assessment.
• Take ownership of the core delivery measures, including CSAT, implementation timelines, utilization, and predictability, and set up the routines and transparency needed to manage them.

By the third month

• Guide the team through operational changes that significantly reduce time to implementation across all products without lowering quality.
• Redesign measurement and incentives so the team is rewarded for outcomes and impact rather than activity alone.
• Improve organizational performance by putting in place systems that create clear expectations, priorities, and feedback loops.
• Reimagine team roles using scalable technology and modern methods to change how delivery work is performed.

By the sixth month

• Embed a repeatable delivery operating model that can scale as Clutch launches additional products.
• Develop the manager layer into leaders who independently own results, elevate team performance, and support employee growth.
• Provide executive-level visibility into delivery health, risk, and the financial economics of the motion, while contributing directly to growth strategy and direction.

What you will bring

This role calls for deep experience in SaaS professional services or software delivery, along with a strong history of leading leaders, not only individual contributors. You should have successfully scaled and reshaped end-to-end delivery motions to create major gains in efficiency, resourcing, and speed without hurting quality or customer satisfaction.

You will need to be comfortable working closely with Product and Engineering in areas where delivery and product overlap, and to bring strong people leadership, including coaching managers, building resilient teams, and aligning people around clear goals. The ideal candidate also brings a strong bias toward action and experimentation, thrives in ambiguity, ramps quickly, and is highly fluent in using AI and technology to redesign how work gets done.

You must be able to influence in all directions, from executives to peer teams to the leadership layer beneath you. A solid grasp of SaaS implementation lifecycles, enterprise customers, and recurring-revenue economics is important, as is familiarity with PSA tools and SaaS delivery analytics. Experience in financial services, fintech, or another regulated industry is strongly preferred.

Additional notes

This role may change as business needs evolve, so flexibility and adaptability are important.

Benefits

• Work remotely with flexibility from anywhere.
• Join company off-sites twice a year in destination locations designed to build connection and spark ideas.
• Receive flexible paid time off each year.
• Be eligible for stock options as part of the compensation package.
• Use a dedicated home office setup budget for your workspace.
• Access a budget for work travel and co-working.
• Receive comprehensive medical and dental coverage.

About Clutch

Clutch is a vertical SaaS company backed by Andreessen Horowitz that is focused on transforming how credit unions support their members. The company addresses the need for affordable lending in a market where the average American carries more than $155,000 in household debt. Clutch builds software that helps credit unions operate like fintech lenders and use their balance sheets to lend responsibly to more than 130 million Americans.

The company’s mission goes beyond financial transactions: it aims to improve how credit unions serve members by combining modern technology with user-focused design so their digital experiences rival those of leading technology companies. In doing so, Clutch helps preserve and strengthen the community-oriented service tradition of credit unions.

Equal opportunity and compliance

Clutch is an equal opportunity employer. All applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. The organization participates in E-Verify.

AI guidance for interviews

Clutch encourages the thoughtful use of AI in day-to-day work and welcomes team members who want to use it to improve impact, productivity, and innovation. However, candidates are asked not to use AI tools during interviews so the team can understand how they think, solve problems, and communicate. After joining, AI use is encouraged on the job.