Head of Professional Services

Braintrust•San Francisco, CA

About The Position

Braintrust is the AI observability platform. By connecting evals and observability in one workflow, Braintrust gives builders the visibility to understand how AI behaves in production and the tools to improve it. Teams at Notion, Stripe, Zapier, Vercel, and Ramp use Braintrust to compare models, test prompts, and catch regressions — turning production data into better AI with every release. As the Head of Professional Services, you will build and lead Braintrust’s Professional Services function from the ground up. You’ll work directly with customers to get them live, drive adoption, and ensure they are successful using Braintrust in real-world, production environments. You’ll play a critical role in how customers experience Braintrust, especially as we expand into larger and more complex deployments. In the early stages, this is a hands-on role where you will scope engagements, write SOWs, and lead delivery yourself. Over time, you will define our services offerings, establish pricing and packaging, and build a team. You’ll partner closely with GTM, Customer Experience, and Engineering to ensure customers are getting value quickly and to feed insights back into how we improve the product and go-to-market motion.

Requirements

Experience building or leading a Professional Services, Solutions, or Implementation function at a high-growth company.
Strong track record working directly with technical or enterprise customers in complex environments.
Experience scoping work, writing SOWs, and managing delivery against defined outcomes.
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.

Responsibilities

Work directly with customers to onboard, implement, and drive early adoption of Braintrust across key accounts.
Hire, develop, and scale a high-performing Professional Services team
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 Professional Services offerings, including onboarding, implementation, and advisory.
Build repeatable playbooks and processes so engagements can scale efficiently.
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.