Pylon Labs
Head of Solutions
1mo ago
USAHeadcustomer successpre-salessolution designdeploymentprocess building
Lead and build the Solutions function owning the technical customer journey from pre-sales to long-term success.
About the company
- Partner closely with Sales, Product, Engineering, and Customer Success.
- Bring customer feedback directly into product and engineering discussions.
- Help shape how the company approaches deployments, integrations, and technical partnerships.
- Act as the connective tissue between customers and internal teams.
Responsibilities
- We’re hiring our first dedicated Solutions leader.
- This person will own the technical customer journey end-to-end: from pre-sales solution design to implementation, deployment, and long-term customer success. You’ll build the function, define the playbooks, and set the standard for how technical customer-facing work gets done at our company.
- This is a player-coach role. We’re looking for someone who can personally lead strategic deployments, run complex customer engagements, and build the systems, processes, and team that allow us to scale.
Conditions
- 🚆 Commuter benefits
- 🌱 Parental leave
- 🏝️ 14 company holidays + unlimited PTO
- 🗺️ Annual offsite
- 🍽 Lunch, dinner, and snacks at the office
- 🏋️ Fitness stipend
Other
- We're building the all-in-one B2B post-sales support platform powered by conversational data and layered with intelligence to help our customers run their operations in real-time.
- We're backed by a16z, BCV, General Catalyst, Y Combinator.
- Currently more than 1300+ companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io run their support and customer success workflows with Pylon. You'll also find us on the Enterprise Tech 30 List.
- Series B, $51M raised
- Backed by a16z, BCV, General Catalyst, Y Combinator
- 100+ employees
- Offices in San Francisco and NYC (London coming soon!)
- Define and own the operating model for Solutions.
- Build the playbooks, processes, and tooling that allow us to scale customer deployments.
- Establish clear ownership and interfaces across Sales Engineering, Implementation, Forward Deployed Engineering, and Professional Services.
- Create repeatable systems that reduce deployment time while improving customer outcomes.
- Personally lead high-impact customer engagements, implementations, and technical escalations.
- Establish the gold standard for customer communication, project management, and technical execution.
- Turn your own best practices into repeatable playbooks for the team.
- Be the leader who can jump into any customer situation and help move it forward.
- Recruit, hire, and develop world-class Solutions talent.
- Coach Sales Engineers, Implementation Engineers, and Forward Deployed/Solutions Engineers.
- Create clear career paths and performance expectations across the function.
- Scale the organization without sacrificing quality.
- Built or scaled a Solutions, Solutions Engineering, Implementation, Customer Engineering, or Professional Services function at a B2B software company.
- Personally ran demos, implementations, integrations, migrations, or deployments before becoming a manager.
- Hired and developed customer-facing technical talent rather than inheriting an existing organization.
- Built processes and playbooks that allowed a team to scale.
- Thrived in ambiguous environments where the right answer did not already exist.
- You want to manage people more than you want to do the work.
- You prefer operating within established processes rather than creating them.
- You are looking for a narrowly defined function with clear boundaries.
- You want to apply the same playbook you’ve used before without adapting it to a new category.
- You prefer remote or hybrid work. This role is based in San Francisco alongside the rest of the Solutions team.
- Funding: Series B led by a16z and BCV ($51M total raised)
- Founders: Advith Chelikani , Robert Eng , and Marty Kausas
- Team: Currently 100+ and growing!