B2B Customer Support · San Francisco
At Pylon, we're building the future of B2B Post Sales.
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.
Company
Series B, $51M raised
Backed by a16z, BCV, General Catalyst, Y Combinator
100+ employees
Offices in San Francisco and NYC (London coming soon!)
The Role
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.
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.
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.
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.
Our perks
🚆 Commuter benefits
🌱 Parental leave
🏝️ 14 company holidays + unlimited PTO
🗺️ Annual offsite
🍽 Lunch, dinner, and snacks at the office
🏋️ Fitness stipend
More about Pylon
Funding: Series B led by a16z and BCV ($51M total raised)
Founders: Advith Chelikani, Robert Eng, and Marty Kausas
Team: Currently 100+ and growing!