Reports to: CEO
About the role
Kivo 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.
Build 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).
10+ 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.
Experience 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.
Time-to-value and on-time delivery rates
NPS/CSAT and executive references
Net/ gross revenue retention
Utilization, attach/expansion, and Services margin
Reduction in escalations / MTTR with strong SLA adherence
Competitive executive compensation (base, bonus, equity), comprehensive benefits, and the opportunity to build a flagship Services franchise in life-sciences software.