Founding Customer Success Manager, EMEA

About the role

This role is designed for a hands-on specialist who will own the entire customer journey for EMEA accounts from initial onboarding through long-term strategic growth. You will act as the primary point of contact, deeply understanding each account's unique workflows and business objectives to ensure they derive maximum value from the Pylon platform. The position requires you to translate complex product capabilities into clear, actionable best practices that drive adoption and retention. You will be instrumental in building the foundational playbooks and standards that define how customer success is delivered across the European market. By collaborating directly with product and engineering, you will ensure that real-world customer feedback shapes the future roadmap. This role demands comfort with ambiguity and a proactive approach to problem-solving as we establish the region's operational rhythm. Ultimately, you will set the benchmark for customer excellence and become the voice of the customer within the EMEA region.

Key facts

What you'll do

Host strategic calls with customers to guide them through onboarding, advanced feature adoption, and best practice implementation.

Collaborate with engineering teams to build scalable support tooling and operational processes that enhance the customer experience.

Analyze product usage data to identify customers who are underutilizing the platform and develop targeted engagement strategies.

Create and deliver educational content, including webinars and documentation, to improve customer fluency with new features.

Serve as the primary feedback conduit between the EMEA customer base and the product development team.

Champion the use of Pylon's own platform for internal customer success workflows and dogfood its capabilities.

Proactively monitor account health and intervene with tailored recommendations to maximize platform value.

Develop and refine customer success motions that are repeatable and scalable across the EMEA region.

Provide qualitative and quantitative feedback on product features to influence prioritization and roadmap decisions.

Establish the cultural and procedural standards that define exceptional customer success in EMEA from day one.

Identify expansion opportunities within existing accounts by uncovering new use cases and workflow improvements.

Leverage analytics tools to create dashboards that track key adoption metrics and inform strategic initiatives.

Act as an expert resource for customers seeking guidance on optimizing their workflows within the Pylon ecosystem.

Build strong relationships with cross-functional teams to ensure alignment on customer outcomes and satisfaction.

Drive the adoption of support best practices that enhance efficiency and improve customer sentiment across the region.

Requirements

Located in or will relocate to London and are excited about working in-person in East London once the office opens, with a requirement for a 1-month on-site ramp in our San Francisco office.

Comfortable regularly interacting with customers through chat and video calls to build trust and understanding.

Able to dive deep into complex customer use cases and business challenges to recommend tailored solutions.

Highly organized with a strong work ethic and the discipline to manage multiple priorities in a fast-paced environment.

An active interest in exploring the Pylon product, testing new workflows, and imagining innovative applications.

Possess strong analytical skills, with a major bonus being the ability to create and play with data dashboards in analytics tools.

Demonstrate clear communication skills, both written and verbal, to convey intricate product concepts simply.

Willing to engage in hands-on problem-solving and own the end-to-end resolution of customer issues.

Nice to have

Experience with Slack Connect, Microsoft Teams, or other channel-based communication tools to facilitate seamless collaboration.

Familiarity with support management platforms such as Pylon, Zendesk, Intercom, or Front.

Background at an early-stage startup or as an early hire in a new regional office to help shape culture and process.

Prior experience in building out or scaling a customer support function from the ground up.

Practical notes

This is a full-time position requiring a 1-month on-site ramp in San Francisco.

Remote work is available for an initial ramp period of a few months before transitioning to the East London office.

The London office is scheduled to open in September 2026.

Why this role

You will be Pylon's first EMEA Customer Success Manager hire, presenting a rare opportunity to own a region from the very beginning and build a legacy operation.

There is a clear path to leadership as we are investing heavily in the EMEA region for the long term, with the expectation that this role will evolve into leading a regional team.

The position offers deep immersion in a versatile product, ensuring you become a true expert across a wide surface area that evolves rapidly.

You will join a high-growth, well-funded startup backed by top-tier investors including a16z, BCV, General Catalyst, and Y Combinator.

The role provides competitive compensation and equity, reflecting the impact and responsibility of shaping customer success in a new market.

Our perks

Fully covered medical, dental, and vision insurance for employees to support total well-being.

Commuter benefits to assist with travel-related expenses.

Generous parental leave to support life events and family planning.

Unlimited PTO to allow for flexibility and restorative breaks.

Annual offsite events to foster team bonding and professional growth.

Lunch, dinner, and snacks provided at the office to fuel productivity and collaboration.

Fitness stipend to encourage a healthy and active lifestyle.

More about Pylon

Pylon is the only agentic support platform, purpose-built for B2B companies. It enables human and agent collaboration on every customer interaction, investigating, resolving, and acting on signals across all channels. The platform enriches interactions with deep account context, automates low-impact tasks, and surfaces answers proactively. The outcome is faster response times, higher customer satisfaction, and a system that self-improves over time.

We are backed by a16z, BCV, General Catalyst, and Y Combinator, demonstrating strong investor confidence in our vision. More than 1,500 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io rely on Pylon for their support and customer success operations. Our presence on the Enterprise Tech 30 List further validates our market position.

Our founding team consists of Advith Chelikani, Robert Eng, and Marty Kausas, who bring deep expertise in building scalable support solutions. The team is currently over 100 members and actively growing. We maintain offices in San Francisco, New York City, and London, with plans for rapid expansion.