Wavelo is a SaaS business on a mission to make telecoms a breeze.
We provide flexible software that modernizes how communication service providers (CSPs) do business, helping them drive more value, focus on customer experience, and scale their operations faster.
As part of Tucows (NASDAQ:TCX, TSX:TC)—one of the world’s largest Internet services companies—Wavelo is backed by outstanding resources and talent. We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the Internet!
The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!
About the Opportunity
The Vice President of Professional Services is responsible for building and scaling a high-impact, product-aligned Professional Services organization that enables customer time-to-value, drives expansion revenue, and supports long-term customer retention.
In a SaaS telecom environment, this role focuses on repeatable implementations, strong gross margins, predictable delivery, and deep integration with Product, Sales, and Customer Success. The VP ensures Professional Services accelerates adoption of the platform without becoming overly custom or resource-intensive.
Key Responsibilities
Services Strategy & SaaS Alignment
- Define the Professional Services strategy to support a SaaS, subscription-first business model.
- Design service offerings that prioritize standardization, configurability, and reuse over custom development.
- Ensure services accelerate customer onboarding, platform adoption, and value realization.
- Partner with Product to influence roadmap decisions that reduce implementation complexity over time.
Delivery Excellence & Scalability
- Own end-to-end delivery of implementations, integrations, migrations, and upgrades.
- Establish scalable delivery models leveraging templates, playbooks, automation, and partner ecosystems.
- Drive continuous improvement in delivery velocity, quality, and predictability.
- Balance in-house delivery with system integrators and regional partners where appropriate.
Financial Performance & Commercial Discipline
- Own the Professional Services P&L with a strong focus on gross margin, utilization, and cost control.
- Ensure accurate scoping, pricing, and SOW development aligned to SaaS economics.
- Partner with Sales on deal strategy to avoid over-customization and margin erosion.
- Improve forecasting accuracy and capacity planning to support growth.
Customer Outcomes & Expansion
- Ensure Professional Services contributes directly to customer satisfaction, retention, and net revenue retention.
- Act as an executive sponsor for strategic accounts and complex implementations.
- Identify opportunities for expansion services tied to new modules, features, or geographies.
- Support renewals and expansions through strong delivery outcomes and executive engagement.
Team Leadership & Talent Development
- Lead and scale a team of implementation consultants, solution architects, and software engineers.
- Build career paths, performance frameworks, and leadership development for services talent.
- Foster a culture focused on accountability, continuous improvement, and customer impact.
- Ensure hiring plans align with product roadmap and go-to-market priorities.
Cross-Functional Collaboration
- Work closely with Product, Engineering, and Customer Success to reduce delivery friction and improve platform usability.
- Partner with Sales, Marketing, and Finance on packaging, pricing, and go-to-market alignment.
- Collaborate with Finance and Legal on contracts, revenue recognition, and compliance.
Required Qualifications
- 10–15+ years of experience in Professional Services or Consulting leadership within a SaaS telecom or telecom-adjacent software company.
- Proven experience scaling Professional Services in a subscription-based business.
- Strong understanding of telecom SaaS platforms (e.g., OSS/BSS, CPaaS, billing, provisioning, network automation).
- Demonstrated ownership of a services P&L with strong margin performance.
- Experience balancing standardization with customer-specific needs in enterprise SaaS deployments.
- Executive-level customer presence with experience supporting enterprise and carrier-grade customers.
Preferred Qualifications
- Experience working in high-growth SaaS environments.
- Background in systems integration or platform implementations.
- Experience building partner-led delivery models.
- MBA or equivalent advanced degree.
Key Competencies
- SaaS economics and services margin management
- Product-led services strategy
- Customer value realization and adoption
- Operational rigor and scalability
- Executive communication and influence
- Change leadership in growing organizations
What Success Looks Like
- Faster customer time-to-value and improved onboarding outcomes
- Predictable, profitable Professional Services with improving margins
- Reduced customization through product and process improvements
- Strong alignment between Product, Sales, Customer Success, and Services
- Professional Services recognized as a strategic enabler of SaaS growth and retention
The base salary range for this position is $222,700 - $247,400 USD for US residents OR $221,900 - $246,500 CAD for Canadian residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications. Tucows believes in a total rewards offering that includes fair compensation and generous benefits. Learn more about Tucows Benefits.
Want to know more about what we stand for? At Wavelo and Tucows we care about protecting the open Internet, narrowing the digital divide, and supporting fairness and equality.
We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
Tucows and its subsidiaries participate in the E-verify program for all US employees.
Learn more about Tucows, our businesses, culture and employee benefits on our site here.
