Scaled Customer Success Manager: Grow 1,000+ Accounts

Pylon; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance (fully covered)

Dental insurance (fully covered)

Vision insurance (fully covered)

401(k)

Commuter benefits

Parental leave

Unlimited PTO

Annual offsite

Office meals

Fitness stipend

Job summary

Pylon is seeking a Scaled Customer Success Manager to drive scalable, high-quality support for a growing portfolio of B2B customers in San Francisco. You will own end-to-end customer lifecycle management, from onboarding through renewal, while refining playbooks to improve outcomes across all interactions.

You will collaborate with Product and Engineering to design automation and tooling, advocate for customers in product decisions, and help the team scale to 1,000+ accounts with proactive

Qualifications

• Ideal: strong communication with customers daily via chat/video.
• Ability to understand customer use cases and propose strategic solutions.
• Highly organized, process-oriented, and capable of managing a high-volume workload.
• Curiosity about product nuances and workflow improvements.
• Bonus: experience building or analyzing dashboards in analytics tools.

Responsibilities

• Join our scaled CS team to manage a high-volume portfolio with quality support.
• Manage the full customer lifecycle across Slack, email, and Pylon, from onboarding to renewal.
• Run and refine the playbook by turning real interactions into improvements.
• Monitor product usage and signals to spot churn risk and expansion opportunities.
• Collaborate with Success, Product, and Engineering to design tooling for 1,000+ customers.
• Advocate for product by using Pylon in daily workflows to influence features.

Skills

Customer communication

Analytical thinking

Operational discipline

Product curiosity

Dashboards (analytics)

Tools

Dashboards

Analytics tools

Job description

Pylon is seeking a Scaled Customer Success Manager to drive scalable, high-quality support for a growing portfolio of B2B customers in San Francisco. You will own end-to-end customer lifecycle management, from onboarding through renewal, while refining playbooks to improve outcomes across all interactions.

You will collaborate with Product and Engineering to design automation and tooling, advocate for customers in product decisions, and help the team scale to 1,000+ accounts with proactive