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Pylon is an agentic support platform purpose-built for B2B companies, enabling human-AI collaboration on customer support and success workflows. The platform enriches interactions with account-level context, automates low-impact work, and surfaces answers proactively. Backed by a16z, BCV, General Catalyst, and Y Combinator, Pylon serves 1,500+ companies including Linear, Cognition, Modal Labs, and Incident.io.
As a Customer Success Manager, you will be the primary point of contact for customer onboarding, education, and ongoing success. You'll host calls to help customers learn best practices, understand new features, and optimize their use of the platform. You'll work closely with the engineering team to translate customer feedback into product improvements and build scalable education initiatives including webinars, content creation, and creative engagement strategies.
Key responsibilities include identifying at-risk customers and proactively engaging with them to ensure they're realizing value from the product. You'll dogfood Pylon's own customer success workflows, providing direct feedback on features and suggesting improvements. You'll dive deep into customer use cases and business contexts to recommend tailored solutions.
The role requires strong communication skills, comfort with video and chat-based customer interactions, and the ability to organize and execute across multiple customer accounts. You should be curious about product workflows and interested in tinkering with analytics dashboards to track customer health and success metrics. This is an opportunity to build customer success motion from the ground up at a fast-growing, well-funded startup.
