Director, Customer Solutions

Lob

2d • Remote

About The Position

As the Director of Customer Solutions, you will be responsible for securing high-impact pre-sales technical wins and accelerating implementation velocity. Your day is spent ensuring our most complex customers start sending mail at scale as quickly as possible. You’ll lead an elite team of technical advisors to dismantle complex roadblocks and accelerate the journey from initial sales discovery to successful go-live. You are a fierce advocate for the “voice of the customer”, translating field insights to influence product strategy. Whether you are peer-reviewing a custom solution or defining the DACI for a new professional services motion, you are focused on accelerating time-to-value and fueling Lob’s rapid growth.

Requirements

• 10+ years of GTM Solutions experience: Significant experience leading Solutions Engineering, Technical Consulting, or Professional Services within high-growth SaaS or software-enabled companies.
• Strategic Discovery & Sales Acumen: You are a master of moving beyond technical features to uncover business value. You can translate product capabilities into customer ROI and energizing narratives that secure high-impact wins.
• Implementation Strategy & Velocity: You have a proven track record of designing systems that reduce implementation effort and get customers to "first value" faster. You know how to compress the timeline between a signed contract and full-scale production.
• Professional Services Operations: You have experience building or managing a revenue-generating services motion. You don’t just deliver projects; you establish the tracking and delivery standards required to scale a consistent services revenue stream.
• Technical Design Oversight: You are a senior leader who stays close to the work. You can peer-review custom technical solutions and manage high-stakes technical escalations for enterprise-grade customers without losing sight of the broader strategy.
• Transformational Leadership: You are an experienced leader dedicated to elevating practices, systems, and outcomes beyond your direct reports. You have a track record of mentoring technical talent and navigating teams through organizational maturity.
• Cross-Functional Influence: You are a fierce advocate for the customer who collaborates naturally across Sales, Product, and Operations. You can translate field insights into a product strategy that addresses technical roadblocks to growth.

Nice To Haves

• 10+ years of experience in Solutions Engineering, Technical Consulting, or Professional Services in high-growth SaaS or Software-Enabled companies.
• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical field; or equivalent practical experience in high-level technical leadership.
• Supply Chain or Logistics Exposure: Experience in industries where software triggers physical world actions, aligning with Lob’s unique value proposition.

Responsibilities

• Drive pre-sales technical excellence, leading a team that conducts deep technical discovery and executes proof-of-concepts to secure high-impact wins and ensure technical feasibility for strategic accounts.
• Accelerate implementation velocity, optimizing the lifecycle from contract-signed to first-mail-sent, ensuring our most complex enterprise customers reach their first major volume milestones within their first two months.
• Direct the technical strategy across the entire customer journey, acting as the primary interface between field requirements and the Product Engineering team to eliminate technical roadblocks to mail volume growth.
• Scale a revenue-generating Professional Services motion, overseeing the delivery of custom, high-value solutions and establishing the operational infrastructure to track billable activity and service-led ROI.
• Lead organizational evolution and specialization, maturing the team from a generalist model into a high-performance organization with clear career paths and high performance standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 251-500 employees