Customer Success Manager

About this role

Pylon is the only agentic support platform, purpose-built for B2B companies.

For leaders scaling AI-native support teams, Pylon lets humans and agents collaborate on customer work – investigating, resolving, and acting on every signal across every channel that matters.

Unlike platforms built before the AI era, Pylon enriches every interaction with deep account-level context, automates the low impact customer work, and surfaces answers before your team even has to ask. The result: faster responses, happier customers, and a system that continuously improves itself.

We're backed by a16z, BCV, General Catalyst, and Y Combinator. More than 1,500 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io http://Incident.io run their support and customer success workflows on Pylon. We're also featured on the Enterprise Tech 30 List https://www.enterprisetech30.com/.

WHAT YOU'LL DO

- Host calls with customers to help them onboard, learn best practices, educate them about new features, etc.

- Continue to build a growing customer success motion and everything that comes with it - Work with engineering to build tooling and process, and convey product feedback. - Build scalable ways of educating customers about new features, like holding webinars, writing content, and other creative ideas

- Identify customers who are not using the product as expected and engage with them

- Dogfood Pylon for our customer success processes - You'll be turned to for feedback and suggestion on features to add into the product!

REQUIREMENTS

- Located in (or will relocate to) New York, or London and are excited about working in-person

- Comfortable regularly interacting with customers over chat and video

- Able to dive deep into a customer's use case and business and recommend solutions to them

- Organized and hard working

- An interest in tinkering with the product and imagining new workflows

- Major bonus: able to create and play with data dashboards in analytics tools

OUR PERKS

🏥 Fully covered medical, dental, and vision insurance for employees

🏦 401(k) retirement plan

🚆 Commuter benefits

🌱 Parental leave

🏝️ 14 company holidays + unlimited PTO

🗺️ Annual offsite

🍽 Lunch, dinner, and snacks at the office

🏋️ Fitness stipend

More about Pylon

Funding: Series B led by a16z and BCV ($51M total raised)

Founders: Advith Chelikani https://www.linkedin.com/in/advith/, Robert Eng https://www.linkedin.com/in/robert-eng/, and Marty Kausas https://www.linkedin.com/in/martykausas

Team: Currently 110+ and growing!

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