Customer Success Manager

Pylon•New York, NY

9d•$140,000 - $180,000•Onsite

About The Position

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.

Requirements

Located in (or will relocate to) New York, or 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

Nice To Haves

Able to create and play with data dashboards in analytics tools

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!