Head of Solutions

About the role

You will own the technical customer journey end-to-end at Pylon, handling everything from pre-sales solution design through implementation, deployment, and long-term customer success. You will build the entire Solutions function from the ground up, creating the playbooks, processes, and standards that define how technical customer-facing work gets done for our B2B clients. This is a player-coach position where you will personally execute high-impact strategic deployments while simultaneously building the systems and team that allow us to scale efficiently. You will act as the primary architect of our customer delivery model, ensuring every interaction is enriched with deep account-level context and automation. Ultimately, you will set the bar for how we deliver outcomes, reduce low-impact work, and turn customer signals into system improvements.

Key facts

What you'll do

Define and own the operating model for the Solutions organization at Pylon.

Build the playbooks, processes, and tooling that enable predictable and scalable customer deployments.

Establish clear ownership and interfaces between Sales Engineering, Implementation, Forward Deployed Engineering, and Professional Services.

Create repeatable systems that compress deployment timelines while simultaneously improving customer outcomes and satisfaction.

Personally lead high-impact customer engagements, complex implementations, and technical escalations that shape the company standard.

Establish the gold standard for customer communication, project management, and technical execution across all engagements.

Translate your own best practices and battlefield experience into codified playbooks that the entire team can follow and improve.

Be the hands-on leader who can step into any active customer situation and move it forward with authority and expertise.

Recruit, hire, and develop a world-class team of Solutions, Implementation, and Customer Engineering professionals.

Coach Sales Engineers, Implementation Engineers, and Forward Deployed Engineers to elevate their craft and client impact.

Create clear career paths, performance expectations, and growth frameworks for the customer-facing technical function.

Partner deeply with Sales, Product, Engineering, and Customer Success to align on delivery capabilities and roadmap priorities.

Bring unfiltered customer feedback directly into internal discussions on product design, integrations, and technical partnerships.

Act as the central connective tissue between customers and every internal team that touches the deployment lifecycle.

Define and drive the metrics that prove the impact of the Solutions organization on customer success and retention.

Requirements

You have built or scaled a Solutions, Solutions Engineering, Implementation, Customer Engineering, or Professional Services function at a B2B software company.

You have personally run demos, implementations, integrations, migrations, or deployments before transitioning into a people leadership role.

You have hired and developed customer-facing technical talent rather than inheriting an already-formed organization.

You have built processes and playbooks that allowed a team to scale without degradation in quality or customer experience.

You thrive in ambiguous environments where the right answer is not documented and must be created from first principles.

You are comfortable being the deepest technical expert in the room while also being the strongest process builder.

You prefer in-person collaboration and this role is based in San Francisco alongside the rest of the Solutions team.

You are comfortable making high-stakes decisions that affect both customer outcomes and internal team dynamics.

You communicate with precision and clarity to both technical and non-technical stakeholders under pressure.

Nice to have

Experience with agentic support platforms or AI-native tooling in customer workflows.

Background working with companies backed by top-tier venture investors.

Exposure to enterprise sales motion and complex multi-stakeholder buying committees.

Practical notes

This role requires in-person presence in San Francisco; remote or hybrid work is not an option for this position.

Candidates must be able to start within a reasonable timeframe aligned with business needs.

Travel is not expected as part of this role.

Visas must be sponsored only if explicitly authorized in writing as part of the hiring process.