SaaS Entitlement Recovery Leader

The mandate

Successive launches added editions, usage allowances, regional offers and negotiated bundles faster than the entitlement estate could absorb them. Contract language, catalogue configuration, feature flags, metering and invoices now express different versions of what a customer bought. A failed migration locked strategic accounts out of premium workflows while other tenants retained unbilled capacity, prompting the board to install a temporary executive before the next renewal concentration.

Over ten months, the leader will establish one governed offer-to-access chain from product intent and commercial approval through quoting, contract, provisioning, metering, billing and support. Work includes a canonical entitlement model, packaging change controls, exception retirement, customer migration waves and economic telemetry that shows adoption, leakage, support burden and margin by offer. The reset must preserve legitimate contracted rights even when current packaging has moved on.

By month six, a permanent product-platform leader must be identified and paired with a revenue-operations counterpart. Those successors will jointly run the final large-account migration and a new-package launch while the interim observes. Handover depends on their ability to reconcile a disputed entitlement, decide an exception and explain downstream revenue recognition and customer consequences using the operating evidence.

The interim seat may stop packaging releases, demand contract-to-code traceability, prioritise platform work, set exception expiry rules, approve migration sequencing and require finance-control evidence before broad availability. It cannot alter signed customer rights, approve discounts, interpret revenue-recognition policy, set sales quotas, accept security risk or commit renewal terms. Commercial and accounting officers retain those formal authorities.

The remit excludes serving as sales operations leader, chief architect or billing operator. Completion requires a measurable fall in access incidents and leakage, a governed catalogue, a reduced exception population, repeatable migration controls and successors who can evolve packaging without restoring spreadsheet bridges. Any unresolved contract conflict must be transferred with value, owner and decision date rather than hidden inside technical debt.

Why this seat is open

The prior platform head left after treating entitlement incidents as isolated defects despite evidence that commercial design and system semantics had diverged. A permanent search cannot conclude before the company’s largest renewal and migration wave. Temporary executive authority is needed to stop unsafe offers, force shared definitions across product and revenue teams, and establish a credible seat for a successor to inherit.

What you will own

• Trace product intent through catalogue, quote, contract, provisioning, feature enforcement, metering, invoice and customer-support interpretation.
• Establish a canonical entitlement vocabulary covering editions, capabilities, quantities, identities, usage windows, dependencies and regional constraints.
• Quantify leakage, lockout, manual fulfilment, support cost and gross-margin distortion by package and exception cohort.
• Install packaging release gates with contract examples, migration design, billing proof, control evidence and rollback-ready customer communications.
• Retire one-off commercial exceptions through expiry, migration, explicit productisation or accountable economic approval instead of silent preservation.
• Direct strategic-account migration command with reconciled access, metering, invoice and revenue-control outcomes before scaling each wave.
• Transfer the governed catalogue, decision records, observability, backlog economics and operating calendar to paired permanent successors.

Candidate qualifications

• Has led entitlement or monetisation-platform recovery for complex enterprise SaaS with editions, usage measures and negotiated contracts.
• Understands configure-price-quote, contract semantics, provisioning, feature flags, metering, billing and revenue controls as one chain.
• Has corrected revenue leakage and customer lockout without rewriting contracted rights to fit the convenience of a new catalogue.
• Can make packaging architecture understandable to product, sales, finance, engineering, support and executive governance audiences.
• Has run high-risk customer migrations with account-level reconciliation, rollback decisions and credible communication of access changes.
• Demonstrates permanent capability transfer to both platform and revenue operations rather than leaving a single technical custodian.

Non-negotiables

• Will operate onsite in Hyderabad and attend both designated strategic-customer migration command weeks.
• Must disclose interests involving SaaS vendors, billing platforms, CPQ providers, implementation firms and significant enterprise customers.
• Brings direct offer-to-entitlement recovery at scale; pricing strategy without provisioning and billing accountability is insufficient.
• Will not override signed customer rights or finance policy to simplify the target data model or accelerate migration.

1. 49 words maximum. Describe an entitlement failure caused by commercial packaging rather than defective provisioning code.
2. 49 words maximum. How would you preserve a contracted exception while preventing it from contaminating the canonical catalogue?
3. 49 words maximum. Which evidence must paired successors produce before you hand over the final migration wave?