Customer Success Manager (EMEA)

Role Summary

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 http://Incident.io run their support and customer success workflows on Pylon. We're also featured on the Enterprise Tech 30 List https://www.enterprisetech30.com/.

Responsibilities

• 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

Benefits

• 🏥 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 https://www.linkedin.com/in/advith/, Robert Eng https://www.linkedin.com/in/robert-eng/, and Marty Kausas https://www.linkedin.com/in/martykausas
• Team: Currently 110+ and growing!

About the Company

HOW WE HIRE: OUR VALUES

If you're the kind of person who does their best work when the problem is hard and the stakes are real, this is your place. Join us.

Put customers first. Hold yourself and others accountable to overdelivering for the people who depend on us. They're the reason we exist.

Think big. Default to first principles, question industry consensus, and refuse to be incremental. We're rebuilding a $13 trillion market.

Practice craftsmanship. Obsess over the details. Every pixel, every line of code, every candidate interaction matters.

Deliver results. Outcomes over optics. We measure ourselves by what we ship and move, not by activity.