Director of Professional Services

What Do We Do? Triple Whale is the AI operating system built for modern ecommmerce. We help you see what's actually working in your business, what's not, and what to do next. Then we take action for you — pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it bites. We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the most actionable AI in commerce — Moby 2 — letting you tap any LLM you want, grounded in the full context of your business. Moby 2 doesn't just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter. The result: more than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible.  What You're Applying for At Triple Whale, we're passionate about helping customers turn complex data into actionable insights, and we're looking for a leader who shares that same passion. We're hiring a Director of Professional Services to lead the professional-services arm of Customer Experience. You'll own four disciplines that together deliver the technical depth our customers can't get anywhere else:  Solutions Architecture , Marketing Science , SQL Engineering , and Context Engineering . This is a senior technical leadership role. Your team is what makes Triple Whale credible to enterprise buyers, defensible against rebuilds and DIY warehouses, and irreplaceable to the customers that matter most. You'll run Technical Solutions as a service business - with attach, utilization, and customer-outcome metrics, and as the technical force multiplier that protects retention, and fuels expansion. What You’ll Do  Lead the team and set the culture. Hire, coach, and develop senior technical leaders across Solutions Architecture, Marketing Science, SQL Engineering, and Context Engineering, and build the technically rigorous, customer-first, outcome-obsessed bar the function operates against. Set and execute the strategy. Define the Technical Solutions motion - scope boundaries with Implementation, CS, and Support; service packaging and pricing; staffing model; capacity planning; and global coverage across US, EMEA, and APAC - to scale the function without scaling headcount linearly. Own the four disciplines and their distinct mandates. Solutions Architecture:  scope and deliver non-standard technical work: custom checkout, headless, API and Data-In integrations, custom event setup, warehouse syncs, and complex enterprise architectures. Marketing Science: own the analytical depth behind Compass and strategic accounts: MTA, MMM, incrementality, lift testing, and the calibrated measurement work that turns Triple Whale into the decision engine for sophisticated operators. SQL Engineering: build the custom data products, queries, dashboards, and warehouse work that turn raw Triple Whale data into the answers a specific customer needs. Context Engineering: own the customer- and account-specific context layer (knowledge, schemas, retrieval, tool definitions, MCP surfaces) that makes Moby accountable, accurate, and useful for every customer's reality - not a generic chatbot. Run pro-services as a business. Own services revenue, attach rate, capacity utilization, project margin, and the influence of Technical Solutions on retention and expansion. Build the reporting that proves the function's commercial and customer impact. Be the senior technical sponsor for strategic accounts. Act as the escalation point for high-complexity, high-stakes customer situations, and the technical voice in the room for enterprise deals, renewals, and expansion plays. Run the cross-functional partnerships. Partner with Sales (deal scoping, technical wins), CS and Implementation (account strategy, clean ownership of work), and Product and Engineering (reduce the customer work that ends up with R&D, and feed sharp technical signal into the product roadmap). Build the IP and methodology. Turn what the team learns into reusable playbooks, frameworks, query libraries, model templates, and Moby-ready context — so every engagement makes the next one faster and the platform smarter. What You’ll Bring 8+ years of experience in Solutions Architecture, Marketing Analytics, Data Consulting, Customer Success, Professional Services, or related customer-facing technical functions. 3+ years of experience leading and developing managers and high-performing technical teams. Strong understanding of data architecture, analytics, attribution, measurement methodologies, and modern marketing technology ecosystems. Experience leading customer-facing teams responsible for technical consulting, analytics, data strategy, or solution design. Proven ability to partner effectively with Sales, Customer Success, Product, Engineering, and executive stakeholders. Strong business acumen with the ability to connect technical and analytical solutions to customer outcomes and business value. Experience building scalable service models, operational frameworks, and performance metrics across multiple functions. Excellent communication and presentation skills, with the ability to simplify complex technical and analytical concepts for a variety of audiences. Experience supporting eCommerce, marketing technology, analytics, attribution, or data-driven SaaS platforms. Strong analytical and strategic problem-solving capabilities, with a customer-first approach to decision-making. Ability to thrive in a fast-paced, high-growth environment while balancing strategic leadership with operational execution. Our Values We Are Customer Obsessed : From our mission to every detailed project, everything we do is designed to create a positive impact for our customers. We Move (Very!) Quickly