Customer Success Manager (EMEA)

Pylon Labs; Greater London; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Commuter benefits

Parental leave

Paid time off

Annual offsite

Office meals

Fitness stipend

Job summary

Pylon is hiring a Customer Success professional to onboard customers in London, educate on new features, and expand adoption. You’ll partner with engineering to build tooling and share product feedback, while creating scalable learning content like webinars.

You’ll identify underutilized accounts and help shape our growing customer success motion. In-person role with chat/video support, strong organizational skills, and a passion for tinkering with the product are essential.

Qualifications

• Onboard customers and drive adoption.
• Communicate effectively with customers across channels.
• Analyze use-cases and propose practical solutions.

Responsibilities

• Onboard customers via calls to educate them on features.
• Continue to grow the customer success motion and drive engagement.
• Collaborate with engineering to build tooling and relay product feedback.
• Create scalable customer education like webinars and content.
• Identify and engage customers not using the product as expected.

Skills

Customer onboarding

Customer communication

Problem solving

Organization

Product feedback

Tools

Analytics dashboards

Job description

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 run their support and customer success workflows on Pylon. We're also featured on the Enterprise Tech 30 List.

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) 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
• 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 110+ and growing!