Customer Success Manager

About the role

You will own the end to end success of key customers using the Pylon platform in a new role that directly shapes how support and customer success operate in the AI era. This position requires you to host calls with customers to guide them through onboarding, educate them on best practices, and walk them through new features so they derive maximum value from Pylon. You will work hand in hand with engineering to build tooling and processes, turning product feedback into actionable improvements that make the platform more powerful for support teams. A core part of the role is building scalable educational programs such as webinars and written content that help customers understand and adopt new workflows. You will identify customers who are not using the product as expected and proactively engage with them to understand blockers and drive expansion. The position involves dogfooding Pylon inside our own customer success workflows to validate that the platform works in practice for the teams it serves. You will be the voice of the customer within the product team, directly influencing the roadmap by suggesting features and improvements based on real world usage. Ultimately, this role is about creating a system where faster responses, happier customers, and continuous self improvement are built into the support motion.

Key facts

What you'll do

Host calls with customers to help them onboard, learn best practices, educate them about new features, and ensure they understand how to leverage Pylon effectively within their support operations.

Continue to build a growing customer success motion by designing processes and playbooks that standardize how value is delivered across the customer base.

Collaborate closely with engineering to build tooling and internal processes, while clearly conveying product feedback from the field to guide future development.

Design and create scalable educational assets about new features, including holding webinars, writing how to guides, producing videos, and other creative communication ideas.

Identify customers who are not using the product as expected, analyze their workflows, and engage with them to uncover root causes and recommend solutions.

Dogfood Pylon in our own customer success workflows to test hypotheses, measure outcomes, and refine how we support customers using the platform.

Serve as the primary feedback channel for product ideas, translating customer needs and observed behavior into clear recommendations for new features and improvements.

Own the end to end success of assigned accounts by orchestrating interventions when usage drops, aligning internal stakeholders, and tracking progress over time.

Build and maintain data driven views of customer health by working with analytics tools to create dashboards that surface usage patterns and risk indicators.

Establish best practices and playbooks that other customer success teams can follow, ensuring consistency and scalability as the organization grows.

Champion the adoption of new workflows by running pilots, documenting results, and sharing success stories that demonstrate the impact of Pylon.

Partner with sales and implementation teams to ensure smooth handoffs, clear expectation setting, and continuity of support from onboarding through expansion.

Monitor product releases and platform changes, then adapt customer education and outreach to highlight new capabilities that are relevant to each account.

Act as a strategic advisor to customers, helping them align their support operations with broader business goals and evolving needs.

Requirements

Located in (or will relocate to) New York, or London and are excited about working in person with the team on a regular basis.

Comfortable regularly interacting with customers over chat and video, maintaining a professional presence across written and verbal communication.

Able to dive deep into a customer's use case and business, asking insightful questions and recommending solutions that address their specific needs.

Organized and hard working, with the discipline to manage multiple accounts, priorities, and deadlines without sacrificing quality.

An interest in tinkering with the product and imagining new workflows, experimenting with features, and exploring how Pylon can solve a wide variety of support scenarios.

Major bonus: able to create and play with data dashboards in analytics tools, interpreting usage metrics to inform customer health assessments.

Strong written and verbal communication skills, with the ability to translate complex product concepts into clear, actionable guidance for non technical stakeholders.

Proven experience in customer facing roles, with a track record of building trust, managing expectations, and driving successful outcomes.

Self motivated mindset with ownership of results, comfortable working independently while aligning with team goals and company objectives.

Commitment to following documented processes while also suggesting improvements based on hands on experience with the platform.

Ability to manage confidential customer information and adhere to company policies on data handling and security.

Willingness to travel occasionally for in person meetings, offsites, and customer visits as required by the role.

Practical notes

Hours: Full time during standard business hours, with flexibility to cover customer time zones as needed.

Travel: Occasional travel may be required for in person meetings, customer visits, and company offsites.

Visa: Candidates must be eligible to work in the country of the work location without requiring company sponsorship.

Deadlines: The start date is aligned with business needs, and early start may be possible depending on the approval process.