Manager, Professional Services

About Wunderkind:

Wunderkind is a performance marketing solution that uses AI and data to help brands acquire and retain customers through one-to-one, personalized messages across websites, email, text, and ads, guaranteeing a lift in revenue. Founded in 2010, Our goal is to scale a brand’s ability to create and grow customer relationships through websites, email, text, and ads. We believe individuals should have the freedom to choose the kind of internet they want. An internet that fosters genuine relationships with brands. An internet that treats humans like real people instead of “web traffic.” We also believe in empowering brands to treat their customers as individuals, satisfying their unique needs with tailored experiences and thoughtful communication. By expertly personalizing, automating, and scaling beautiful one-to-one experiences, Wunderkind helps brands acquire new customers at scale and keep them loyal for life.

About the Role: 

 

The Manager, Professional Services owns end-to-end delivery for a portfolio of clients, leading program execution, client outcomes, and operational performance across a defined book of business.

This role partners closely with Functional Managers and Implementation Managers to align Engineering, Product Integrity, Design, and QA resources to client priorities, timelines, and quality expectations. This leader ensures the right work is prioritized, teams are aligned, and client commitments are met — driving consistent, high-quality delivery from planning through results.

This is an ideal role for someone who excels at managing complex programs, aligning teams, and delivering exceptional client experiences at scale.

Role Responsibilities:

Book of Business Ownership

• Co-own a multi-million-dollar book of business alongside Customer Success, ensuring high-quality delivery, renewal success, and long-term client satisfaction.
• Oversee end-to-end execution from kickoff through steady-state delivery across all accounts within the pod.
• Maintain visibility into account health, risks, timelines, and strategic priorities across all clients.

Pod Leadership & Cross-Functional Coordination

• Lead the pod responsible for delivering client outcomes, partnering closely with Functional Managers (Engineering, Design, QA) to allocate resources, unblock work, and maintain delivery excellence.
• Provide direction and prioritization for functional team members supporting the pod’s accounts (dotted-line relationship).
• Ensure tight alignment between Customer Success and all functional contributors to deliver seamless, high-quality client experiences.

Project, Program & Delivery Management

• Coach and develop Implementation Manager(s).
• Execute consistent project management across all project types.
• Own program planning and timeline management across the pod.
• Ensure projects are scoped, executed, and delivered accurately, efficiently, and on time.
• Drive quality and consistency in project execution, process adherence, and handoffs.

Operational Excellence

• Identify and implement opportunities to streamline workflows, improve efficiency, and strengthen delivery consistency across the pod.
• Monitor capacity, processes, and delivery performance; escalate gaps or risks early and propose solutions.
• Leverage data, tools, and metrics to improve predictability, productivity, and client outcomes

Client Partnership & Communication

• Serve as an escalation point for client delivery challenges and cross-functional blockers.
• Build strong trust-based relationships with clients, advocating for their needs internally while holding teams accountable to project expectations.
• Partner with Customer Success to ensure alignment on strategy, timelines, and priorities.

Cross-Functional Collaboration

• Partner with Customer Success as they are the primary driver of prioritization, ensuring Professional Services executes against the work CS identifies as highest impact.
• Maintain transparent visibility into queue, capacity, and timelines so CS can effectively make prioritization decisions.
• Translate CS-driven priorities into clear, actionable workstreams and ensure ProServ is aligned and accountable for delivery.
• Facilitate consistent communication and alignment between functions—raising risks, adjusting sequencing, and supporting fast decision-making.
• Work closely with Product to ensure client needs, product feedback, and delivery risks are surfaced and addressed.
• Contribute to the evolution of pod operations, delivery frameworks, and best practices as the model scales.

Required Qualifications:

• 5+ years of experience in Project/Program Management, Client Success, or technical delivery roles.
• Strong track record of leading technical, cross-functional client programs.
• Proven experience managing or developing Project/Implementation Managers or similar roles.
• Exceptional client-facing and stakeholder management skills, including handling escalations and navigating complex situations.
• Demonstrated ability to manage workflows, timelines, resources, and priorities across multiple concurrent projects.
• Strong operational instincts with experience improving processes, streamlining execution, and driving consistency.
• Familiarity with marketing technology, integrations, and technical delivery models is a strong plus.
• Experience with Jira, ticketing systems, project management tools, or workflow automation is beneficial.
• Thrives in fast-paced environments, adapts quickly to evolving structures, and leads with clarity in ambiguity.

 

The base salary range for this role is $100,000.00 to $120,000.00. Actual compensation packages are based on several factors that are unique to each specific candidate; including but not limited to skill set, depth of experience, applicable certifications, and geographic work location. This may vary depending on living location and market rate.