Customer Success Manager

About Pylon

Pylon is creating a new standard for B2B post-sales by combining conversational data with layered intelligence so teams can manage support and customer success in real time. The platform is an all-in-one system built for post-sales operations.

The company is supported by investors including a16z, BCV, General Catalyst, and Y Combinator. More than 1,400 companies, such as Linear, Cognition (the team behind Devin), Modal Labs, and Incident.io, rely on Pylon to run their support and customer success workflows. Pylon is also included on the Enterprise Tech 30 list.

This role sits in a product area with significant complexity, which creates meaningful ownership, broad responsibility, and plenty of room to build.

What you'll do

• Lead customer calls to support onboarding, share best practices, explain new product capabilities, and guide adoption.
• Help establish and shape the customer success function and the processes that support it.
• Partner with engineering to improve tools and workflows, while relaying customer feedback and product insights.
• Create scalable customer education programs such as webinars, written resources, and other creative approaches for feature rollout.
• Spot accounts that are not using the product as intended and proactively re-engage them.
• Use Pylon internally to run customer success workflows and improve the team’s own processes.
• Share feedback and suggestions on product features and future improvements.

Requirements

• Must be based in, or willing to relocate to, San Francisco or New York and be comfortable with working onsite.
• Confident communicating with customers through chat and video on a regular basis.
• Able to understand a customer’s business and use case in depth and recommend practical solutions.
• Highly organized with a strong work ethic.
• Interested in exploring the product hands-on and thinking through new workflows.
• Bonus: experience building and experimenting with data dashboards in analytics tools.

Perks and benefits

• Employees receive fully paid medical, dental, and vision coverage.
• 401(k) retirement savings plan.
• Commuter support benefits.
• Parental leave.
• 14 company holidays plus unlimited paid time off.
• Annual offsite.
• Meals and snacks provided at the office, including lunch and dinner.
• Fitness stipend.

Additional information

Pylon’s funding includes a Series B round led by a16z and BCV, bringing total capital raised to $51M. The founding team includes Advith Chelikani, Robert Eng, and Marty Kausas. The company currently has 110+ team members and continues to grow.

Compensation for this role is listed at $140K to $180K.