Vice President Technical Services

About this role

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

THE OPPORTUNITY

Black Duck is building a unified Technical Services organization — bringing together our Integrated Services and Technical Account Management capabilities under a single, end-to-end delivery motion. This is a high-impact, newly created VP role chartered to lead that transformation.

The VP, Technical Services will own the full post-sale technical journey: from onboarding and implementation through adoption, value realization, and ongoing advisory engagement. In addition to customer outcomes, this leader holds direct accountability for services monetization and margin contribution — making this both a customer-facing and a commercially driven role.

Reporting to the Chief Customer Officer, the VP will serve as a key executive voice for services strategy, build a world-class global team, and ensure Black Duck customers achieve measurable, sustained value from their AppSec investments.

KEY RESPONSIBILITIES

• End-to-End Technical Services Leadership

Define and own the operating model for the unified Technical Services organization, integrating implementation delivery and technical account management into a seamless customer experience.

• Lead all phases of the customer technical journey: onboarding, implementation, adoption, value realization, and continuous advisory services.

• Build and execute a scalable, repeatable delivery methodology across customer segments (SMB, Commercial, Enterprise, Strategic/Federal).

• Establish clear role boundaries, handoff protocols, and engagement models between Technical Services, Customer Success, and Support.

• Champion a "get the job done for our customers" mindset across the entire organization.

• Implementation & Program Services

Ensure rapid, high-quality technical onboarding that accelerates time-to-value and drives long-term product adoption.

• Oversee project management, regional services management, and program services functions responsible for implementation of Black Duck's AppSec platform.

• Drive engineering-led delivery standards, solution architecture guidance, and integration best practices across CI/CD pipelines, cloud platforms, and developer tooling.

• Build scalable delivery infrastructure: reusable playbooks, templates, automation, and tooling that improve deployment velocity and quality.

• Establish KPIs for implementation success, including deployment velocity, integration reliability, technical readiness, and time-to-first-value.

• Technical Account Management & Adoption

Lead the Technical Account Manager (TAM) function responsible for sustained product adoption, health management, and renewal readiness across the customer base.

• Own adoption frameworks that translate product deployment into measurable business outcomes and security posture improvements.

• Drive proactive health checks quality, renewals readiness, and post-implementation technical advisory engagement.

• Develop a structured "Assess–Collaborate–Execute" methodology for adoption that is repeatable and scalable across the global book of business.

• Partner with Customer Success Managers to maintain account health signals and respond to risk before revenue is impacted.

• Serve as executive escalation point for complex technical challenges, ensuring resolution velocity and customer confidence.

• Value Realization & Business Outcomes

Establish a rigorous, outcome-based services model that connects technical delivery to customer-defined business objectives.

• Lead Value Engineering and Architecture functions to develop business value assessments, ROI frameworks, and customer-facing outcome metrics.

• Ensure every customer engagement is anchored to clear, measurable success criteria aligned to their AppSec program objectives.

• Contribute directly to Customer Business Reviews (CBRs) and executive-level stakeholder engagement at key accounts.

• Translate customer value delivery data into expansion and renewal signals for the commercial team.

• Services Monetization & P&L Accountability

Drive the commercial performance of the Technical Services organization with discipline around revenue contribution and margin.

• Own services revenue targets, utilization rates, and margin contribution across the Technical Services…