Group Product Manager, Support

About this role

PYLON — THE AGENTIC SUPPORT PLATFORM PURPOSE-BUILT FOR B2B.

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

- Own Support end-to-end as a business unit — its strategy, roadmap, and business outcomes. You are accountable for its success the way a GM is accountable for a business.

- Drive the number. Carry a top-line business outcome tied to our revenue. Own the plan to grow adoption and consumption, and make the necessary tradeoffs along the way.

- Own and execute the agentic support vision. Own the agentic support vision, refine it, and drive it to reality. Turn direction into shipped product while staying ahead of a fast-moving AI landscape.

- Do the jobs no one else will. Be willing to fill the gaps that don't have a natural owner. Whatever it takes to move Support forward is in scope.

- Own large company bets end to end. Lead high-stakes initiatives from the initial customer problem through strategy, execution, launch, adoption, and business impact.

- Span PDE to GTM with autonomy. You can’t just think about the product, you gotta think about the business. Operate autonomously across product development and go-to-market. Work shoulder-to-shoulder with engineering and design to build great products, then partner with PMM and AEs on positioning, pricing, and how we bring them to market. Own how Support goes to market, not just how it's built.

- Live in the customer signal. Talk to customers every day. Ground every bet in real evidence — calls, tickets, product data, feature requests — before a line of spec gets written.

- Argue with us 🙃 We don’t want a yes-man. If you’re the one dissenting opinion, it’s your responsibility to challenge the norm. We make decisions based on first principles thinking and anecdotal evidence. It doesn’t matter who does what role, it just matters we get to the right solution and debate it out.

- We’re a low ego, high competency culture; nobody pulls rank, nobody’s voice is always right, your thought is as good as mine, and we can win together by finding the correct solution.

REQUIREMENTS

- Located in (or will relocate to) San Francisco and excited about working in-person

- 5-8 years of product experience, including owning a meaningful product area or line of business against real business outcomes and taking a product from 0 to 1

- Experience leading or mentoring other PMs, formally or informally

- Comfortable operating like an owner in ambiguity — very organized, hard-working, and operates with velocity

- Bonus: experience with support, customer success, or AI/agentic products

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, Robert Eng, and Marty Kausas

Team: Currently 130 and growing!

Additional Job details

The base salary range for this position is $230k - $260k annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Pylon. This role is eligible for stock options, as well as a comprehensive benefits package.

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