Head of Technical Solutions

Job description

## About the company Braintrust is the agent observability platform. By actively applying intelligence to agent traces and automatically surfacing the most critical patterns, Braintrust gives teams the visibility to understand how agents behave in production and the tools to improve them. Teams at Notion, Stripe, Box, OpenAI, and Cloudflare use Braintrust to trace their agents, find the issues in their observability data, and run evals that tell them how to improve. As the Head of Technical Solutions, you will build and lead Braintrust's post-sales function from the ground up — spanning Professional Services, Technical Account Management, and Technical Enablement. You will be responsible for building and scaling a high-performing team dedicated to seamless customer onboarding, driving product adoption, and securing renewals. You will operate with a business mindset, ensuring the technical solutions function is cost-neutral or profitable while maintaining a laser focus on Gross Revenue Retention (GRR) and Net Dollar Retention (NDR) as your primary success metrics. You will play a critical "player/coach" role, balancing high-impact hands-on field work with the strategic responsibility of defining the post-sales program. In the early stages, you will personally scope engagements, write SOWs, and lead delivery for our most important customers. As the function scales, you will transition into coaching your team while establishing the long-term pricing, packaging, and repeatable playbooks that define how customers experience Braintrust in complex, production environments. You'll partner closely with GTM, Customer Experience, and Engineering to ensure customers are getting value quickly and renewing and expanding over time, and to feed insights back into how we improve the product and go-to-market motion. ## **What You'll Do** - Work directly with customers to onboard, implement, and drive early adoption of Braintrust across key accounts. - Serve as a strategic technical point of contact for key accounts post-implementation — monitoring technical health, unblocking issues, and ensuring customers continue to realize value. - Own Gross Revenue Retention and Net Dollar Retention as core business metrics, building the processes needed to track, forecast, and improve them. - Hire, develop, and scale a high-performing Post-Sales team spanning Professional Services, Technical Account Management, and Technical Enablement. - Build technical enablement programs; documentation, training, and resources that equip customers and internal teams (Sales, CX, Support) to succeed with Braintrust independently. - Scope engagements and write clear, outcome-driven Statements of Work that align with customer goals. - Own delivery end-to-end, ensuring a high bar for execution and customer outcomes. - Define and build Braintrust's Post-Sales offerings, including onboarding, implementation, technical account management, technical enablement, and advisory. - Build repeatable playbooks and processes for delivery and renewal/expansion motions. - Partner with Sales and Finance on renewal forecasting, expansion planning, and early identification of at-risk accounts. - Manage the Post-Sales P&L to ensure the function operates as a cost-neutral or profitable business unit. - Identify patterns, gaps, and opportunities from customer work and feed them back into product and GTM teams. - Travel to work closely with customers when needed. ## **Ideal Candidate Credentials** - Experience building or leading a Post-Sales, Professional Services, Customer Success, Technical Account Management, or Technical Enablement function at a high-growth company. - Track record owning and improving retention metrics such as Gross Revenue Retention and Net Dollar Retention. - Strong track record working directly with technical or enterprise customers in complex environments. - Experience scoping work, writing SOWs, and managing delivery against defined outcomes. - Experience with renewal and expansion motions, including forecasting and risk mitigation. - Ability to take ambiguous customer needs and turn them into structured, executable engagements. - Comfort operating both strategically and hands-on, especially in early-stage or scaling environments. - Excellent communication skills with the ability to engage both technical stakeholders and business leaders. - Willingness to travel and be onsite with customers when needed. ## Benefits include - Medical, dental, and vision insurance - Daily lunch, snacks, and beverages - Flexible time off - Competitive salary and equity - Wifi & cellphone stipend ## Equal opportunity Braintrust is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.