Build the operating model
Bring structure to ambiguity through clear ownership, practical governance, and repeatable delivery processes that teams can actually use.
Open to executive leadership opportunities
The work after
the sale is where
value is built.
I’m Heather Jacobs. I build and scale professional services, implementation, and customer success organizations that turn complex commitments into lasting customer value.
Experience across SaaS & medtech
Lendware / Aidium
Total Expert
Boston Scientific
Medtronic
01 / Leadership focus
Clarity in the complexity.
More than a decade of experience across implementation, enablement, integrations, and post-sales leadership. I connect executive strategy to the people and processes responsible for delivering it.
Lead technical delivery
Connect customer needs with implementation reality. Lead technical teams with hands-on fluency in APIs, webhooks, integrations, and complex workflows.
Strengthen the customer journey
Connect onboarding, training, support, and customer success so customer feedback informs decisions and teams share accountability for value.
02 / Selected work
Leadership, made tangible.
A selection of programs and systems I’ve built, led, or improved.
Professional services / Lendware & Aidium
Build the post-sales foundation.
Led professional services and customer success, connecting implementation, enablement, and delivery operations as the organization evolved.
VP, Professional Services & Customer Success · Director, Professional Services
Technical enablement / Total Expert
Make integration expertise repeatable.
Developed API training and an API implementation program. Managed technical implementation managers responsible for customer integrations and briefly led the Solutions Delivery team.
API education · Integration delivery · Team leadership
Acquisition integrations / Boston Scientific
Find the gaps between workstreams.
Mapped Cash-to-Customer and Procure-to-Pay processes, identified a gap involving acquisitions outside the U.S., and coordinated across project managers and integration workstreams.
Senior Project Manager, Acquisition Integrations · Contract via Dexian
Operational systems / Across leadership roles
Turn recurring friction into a process.
Owned defect reporting at Total Expert, created a defect process at Aidium / Lendware, developed internal onboarding, and led work including a Freshdesk migration and company SharePoint.
Process design · Knowledge systems · Operational enablement
03 / Career experience
Built across disciplines.
Grounded in delivery.
Boston Scientific
Medical technology · Contract via Dexian
Senior Project Manager, Acquisition Integrations
Cash-to-Customer integration, cross-functional process mapping, and coordination across acquisition workstreams.
Lendware / Aidium
Mortgage technology · SaaS
VP, Professional Services & Customer Success
Leadership spanning professional services, customer success, product operations, technical implementation, and customer enablement. Earlier roles included Director of Professional Services and Product Operations Manager.
Total Expert
Financial services technology · SaaS
Implementation & Professional Services Leadership
Progressed through implementation and senior implementation management into professional services management, leading technical delivery and building API enablement.
Earlier foundations
Medtronic · Securus Technologies · Public safety
Implementation, training & frontline operations
Experience in technology deployment, software implementation, corporate training, and corrections. A practical foundation in high-accountability environments where systems must work for the people using them.
04 / How I lead
“I lead from the front, stay close to the work, and build systems that make it easier for people to succeed.”
I’m comfortable setting direction and getting tactical. My work spans executive decision-making, team development, workflow design, and the technical details that determine whether a customer commitment can be delivered.
Outside the day job, I’m a writer and the founder of Pattera AI, exploring how AI can help people connect knowledge and recognize patterns.
05 / What’s next
Let’s build what
comes next.
I’m exploring VP and Director opportunities in professional services, customer success, implementation, and delivery operations. If you need a leader who can set direction and make it work in practice, let’s talk.
Start a conversation ↗