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Braintrust is an agent observability platform used by teams at Notion, Stripe, Box, OpenAI, and Cloudflare to trace agents, identify issues, and run evaluations. As Head of Technical Solutions, you will build and lead the post-sales function from the ground up, spanning Professional Services, Technical Account Management, and Technical Enablement.
You will own the complete post-sales strategy and execution, balancing hands-on customer work with team leadership and strategic program design. In the early stages, you'll personally scope engagements, write Statements of Work, and lead delivery for key accounts. As the function scales, you'll transition to coaching your team while establishing pricing, packaging, and repeatable playbooks.
Key responsibilities include: directly onboarding and implementing Braintrust with customers; serving as a strategic technical point of contact for key accounts post-implementation; owning Gross Revenue Retention and Net Dollar Retention as core metrics; hiring and developing a high-performing post-sales team; building technical enablement programs including documentation and training; scoping engagements and writing outcome-driven SOWs; managing delivery end-to-end; defining Braintrust's post-sales offerings; building repeatable playbooks for delivery and renewal/expansion; partnering with Sales and Finance on renewal forecasting and at-risk account identification; managing the post-sales P&L to ensure cost-neutral or profitable operations; identifying patterns and gaps from customer work to feed back into product and GTM teams; and traveling to work closely with customers as needed.
You'll partner closely with GTM, Customer Experience, and Engineering to ensure customers realize value quickly and renew/expand over time. The ideal candidate has experience building or leading post-sales, professional services, customer success, technical account management, or technical enablement functions at high-growth companies. You should have a track record owning and improving retention metrics, working with technical or enterprise customers in complex environments, scoping work and managing delivery, and executing renewal and expansion motions. You're comfortable operating both strategically and hands-on, especially in early-stage or scaling environments, with excellent communication skills for engaging both technical stakeholders and business leaders.
