Head of Solutions
About the role
We’re hiring our first dedicated Solutions leader to own the technical customer journey end-to-end—from pre-sales solution design to implementation, deployment, and long-term customer success. The role builds the Solutions function, defines playbooks, and sets the standard for technical customer-facing work at Pylon.
Responsibilities
- 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 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.
- Partner closely with Sales, Product, Engineering, and Customer Success.
- Bring customer feedback into product and engineering discussions.
- Help shape deployment, integrations, and technical partnerships.
- Act as the connective tissue between customers and internal teams.
Qualifications
- 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.
Skills
Benefits
- Commuter benefits
- Parental leave
- 14 company holidays + unlimited PTO
- Annual offsite
- Lunch, dinner, and snacks at the office
- Fitness stipend
About Pylon
The only customer support platform built for B2B.
Pylon is the modern alternative to Zendesk, Intercom, Freshdesk, and Salesforce Service Cloud. We help B2B companies track customer support issues across common B2B channels including shared Slack channels (Slack Connect), Microsoft Teams, email, in-app chat, ticket forms, Slack community, and more. Hundreds of fast-growing YC companies of all sizes like Vellum, Hightouch, and Deel are customers. Learn more at usepylon.com
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