Engineering Manager Clone

## About the company Axle Health builds AI scheduling and workforce management software to empower in-home healthcare providers to deliver exceptional, personalized care right where patients feel most comfortable—at home. Some of the biggest providers in the country use our software (like Cityblock Health and U Penn Health System) to improve the utilization of their field teams by 17%+, and automate the operational burden of scheduling and dispatching. Our platform includes proprietary logistics algorithms to optimize scheduling, a mobile app for field staff, an operations dashboard for office teams, engagement and booking tools for patients, and a wide range of integrations and external APIs for modular access. We're a team of top-tier engineers and operators, backed by $14m from top investors such as Y Combinator, Pear VC, and F-Prime, applying our intellect and logistics experience to upend how home healthcare is delivered. ## About the role This is a unique opportunity to join Axle Health as our founding Head of Professional Services, reporting directly to our CEO and building our post-sale revenue and service delivery engine. Ideal candidates are revenue-oriented operators who think like product managers: they see professional services not just as a cost center but as a strategic driver of growth, customer success, and product adoption. As our Head of Professional Services, you'll own three interconnected functions: implementation, account management, and customer support. More importantly, you'll productize each of these; transforming custom, high-touch work into scalable, repeatable offerings that drive revenue. You'll design and launch tiered service packages (from self-service to white-glove), and establish the processes and infrastructure that allow us to serve customers at scale without sacrificing quality. This role requires someone who can balance strategic business thinking with hands-on execution. Initially, you'll lead implementations directly and manage support operations while building the account management function through a founding hire. As we grow, you'll scale each function with the right mix of people, product, and automation. ## What you'll do - Build and scale the Implementation function as an IC initially: Lead complex customer deployments directly, managing technical integrations with EMR systems, custom configuration of scheduling and routing algorithms, data migration, and staff training while establishing repeatable implementation playbooks - Productize implementation services: Transform customer onboarding from custom deployments into standardized, tiered offerings defining scope, pricing, delivery timelines, and success criteria for each tier while building self-service onboarding resources that reduce implementation overhead - Own and grow Account Management as a revenue driver: Hire and manage a team of Account Managers focused on driving renewal and upsell revenue, establishing metrics and playbooks that align account management with growth targets while ensuring customer success - Design and launch premium service SKUs: Create white-glove onboarding, implementation, and support packages that customers can purchase, building a professional services revenue stream that drives both growth and exceptional customer outcomes - Establish tiered support offerings: Build a scalable customer support function (year 1+) that combines AI-powered automation with strategic human support, designing tiered support packages that balance cost efficiency with customer experience - Drive revenue growth: Own revenue targets for customer services, identify expansion opportunities, build business cases, and close deals while partnering with Sales on commercial execution - Coordinate cross-functional post-sale execution: Partner with Sales for seamless handoffs, work with Product and Engineering to prioritize customer-facing features and resolve technical blockers, and collaborate with Customer Operations to ensure operational excellence - Build scalable customer health and engagement systems: Develop dashboards, health scoring models, and automated engagement workflows that enable the team to manage growing customer volume efficiently while proactively identifying opportunities - Scale Professional Services strategically: Develop high-performing team, establishing org structure, performance management, and operational rhythms while maintaining player-coach involvement in critical customer situations - Define service delivery standards and economics: Establish the operational metrics, unit economics, and quality standards for each service offering, ensuring professional services drives profitable growth while delivering exceptional customer outcomes ## Required skills and experience - Revenue and product-minded professional services leadership: 8+ years in Implementation, Professional Services, or Customer Success at a B2B SaaS company, with demonstrated experience productizing services, designing tiered offerings, and driving services revenue growth - Business and commercial acumen: Strong understanding of unit economics, pricing strategy, and revenue models for professional services, with track record of owning revenue targets and building services offerings that drive both customer success and profitable growth - Implementation and technical depth: Hands-on experience leading complex enterprise software deployments and technical integrations, comfortable diving into technical details, troubleshooting blockers, and managing customer implementations directly as an IC - Team building and leadership track record: Proven experience building and scaling customer-facing teams from early stages, with ability to hire talent, establish processes, manage performance, and develop people in high-growth environments - Strategic and operational excellence: Ability to think strategically about s