Customer Success Manager

Pylon; New York (NY); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Meals and snacks at the office

Fully covered medical, dental, and視on

Retirement savings

14 company holidays + unlimited PTO

Annual offsite

Relocation and immigration support

Job summary

Pylon is seeking a Customer Success Manager to be the face of Pylon for our customers as they onboard, ramp up, and derive real value from the product. You'll own a book of accounts end to end: hosting calls, answering questions, teaching best practices, and ensuring customers actually use what they're paying for.

This is a hands-on, in-person role at a fast-growing company. You'll collaborate with engineering to build tooling, monitor usage signals, and translate customer feedback into product

Qualifications

• 0-2 years of experience in a Customer Success, Account Management, or other customer-facing role (new grads welcome).
• BA/BS degree or equivalent practical experience.
• Comfortable interacting with customers daily over chat and video.
• Able to dive deep into a customer's use case and business and recommend real solutions, not just point them to a help article.
• Strong technical curiosity: comfortable learning a technical product inside and out, with genuine interest in tinkering with it and imagining new workflows.
• Organized and hardworking, able to juggle a growing book of accounts without letting things slip.

Responsibilities

• Own onboarding and adoption for your book of customers: host calls, answer questions in real time, and teach best practices so customers get value fast.
• Keep customers current on new features through creative, scalable channels, webinars, written content, office hours, whatever actually gets the message across.
• Watch usage and engagement signals closely, and proactively reach out to customers who aren't using the product as expected before it becomes a bigger problem.
• Partner with engineering to build the tooling and internal processes that make customer success more efficient as we grow, and turn what you hear from customers into real product feedback.
• Dogfood Pylon for your own workflows every day. You're not just a user of the product, you're one of the people shaping what we build next.

Skills

Customer-facing experience

Communication skills

Organizational skills

Curiosity about technology

Education

BA/BS degree or equivalent

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.

About the Role

Pylon is looking for a Customer Success Manager to be the face of Pylon for our customers, the person they turn to as they onboard, ramp up, and get real value out of the product. You'll own a book of accounts end to end: hosting calls, answering questions, teaching best practices, and making sure every customer actually uses what they're paying for. This is a hands-on, in-person role at a fast-growing company, and a rare seat where your day-to-day feedback directly shapes our product roadmap.

What You’ll Do

• Own onboarding and adoption for your book of customers: host calls, answer questions in real time, and teach best practices so customers get value fast.
• Keep customers current on new features through creative, scalable channels, webinars, written content, office hours, whatever actually gets the message across.
• Watch usage and engagement signals closely, and proactively reach out to customers who aren't using the product as expected before it becomes a bigger problem.
• Partner with engineering to build the tooling and internal processes that make customer success more efficient as we grow, and turn what you hear from customers into real product feedback.
• Dogfood Pylon for your own workflows every day. You're not just a user of the product, you're one of the people shaping what we build next.

Requirements

• 0-2 years of experience in a Customer Success, Account Management, or other customer-facing role (new grads welcome).
• BA/BS degree or equivalent practical experience.
• Comfortable interacting with customers daily over chat and video.
• Able to dive deep into a customer's use case and business and recommend real solutions, not just point them to a help article.
• Strong technical curiosity: comfortable learning a technical product inside and out, with genuine interest in tinkering with it and imagining new workflows.
• Organized and hardworking, able to juggle a growing book of accounts without letting things slip.

Our perks

• Meals and snacks at the office
• Fully covered medical, dental, and vision insurance for employees
• Retirement savings
• 14 company holidays + unlimited PTO
• Annual offsite
• Relocation and immigration support

More about Pylon

Traction: Have hundreds of paying customers and are growing fast

Funding: In addition to investment from Y Combinator and General Catalyst, a16z we just announced our Series B ($51M total raised)

Founders: Advith Chelikani, Robert Eng, and Marty Kausas

Team: Currently 100+ with a team of 9 CSMs and growing!