Customer Success Manager (EMEA)

Pylon; United Kingdom; On-site; GBP 50,000 - 85,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

Commuter benefits

Parental leave

14 company holidays + unlimited PTO

Annual offsite

Lunch, dinner & snacks at the office

Fitness stipend

Job summary

Pylon is seeking a hands-on Customer Success Associate to onboard customers, educate them on features, and help them realize value from the product. This in-person role is based in London, collaborating with the team to shape AI-native support workflows.

You will tailor guidance to each customer’s use case, monitor engagement, and identify opportunities to improve the product experience. A keen interest in dashboards and data-driven insights will help scale success motions.

Qualifications

• Onboard customers and educate them about features.
• Build a growing customer success motion and related processes.
• Identify customers not using the product as expected and engage with them.
• Dogfood Pylon for our customer success initiatives.

Responsibilities

• Host calls with customers to onboard and educate on features.
• Develop CS motions and scalable processes.
• Identify and engage with underutilizing customers to drive adoption.
• Use Pylon internally to improve CS workflows.

Skills

Customer communication

Data dashboards

Deep-dive analysis

Organization

Product tinkering

Tools

Analytics tools

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
• Identify customers who are not using the product as expected and engage with them
• Dogfood Pylon for our customer success processes

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!