Scaled Customer Success Manager

About the role

The Scaled Customer Success Manager at Pylon Labs owns the end-to-end experience for high-volume customer portfolios by orchestrating work between human specialists and automated agents on a support platform. You will design and refine workflows that turn raw customer signals from multiple channels into structured, repeatable processes that scale without sacrificing empathy. A core part of the role is investigating complex issues, resolving them where possible, and escalating actionable insights back into the product and operations loops. You will continuously monitor customer health metrics, interpret patterns, and intervene early to mitigate risks and uncover expansion opportunities. This position requires you to balance operational discipline with creative problem-solving, ensuring that each interaction improves both the customer outcome and the system that supports it. You will collaborate closely with cross-functional partners to translate qualitative feedback into quantitative signals that drive product improvements and retention strategies. Success in this role is defined by your ability to manage volume without losing context, turning everyday support conversations into durable process improvements. You will act as the voice of the customer within the company, using data and narrative to prioritize work that keeps the portfolio healthy and expanding.

What you'll do

Orchestrate daily operations across a portfolio of high-volume customers using an agentic support platform that coordinates human and automated responses.

Investigate recurring issues by analyzing interaction patterns, platform logs, and customer feedback to identify systemic problems and improvement opportunities.

Resolve customer queries by leveraging structured workflows, knowledge bases, and agent assistance while maintaining strict quality and response standards.

Act on signals from support interactions by translating qualitative insights into process changes, playbook updates, and product recommendations.

Monitor customer health in real time using analytics dashboards, defining triggers for escalation, outreach, and proactive interventions.

Design and refine standard operating procedures that balance automation with human judgment, ensuring scalability without eroding the customer experience.

Collaborate with product and engineering teams to surface trends, pain points, and opportunities based on observed behavior and interaction data.

Partner with internal stakeholders to align support operations with broader company goals around retention, expansion, and product adoption.

Develop and iterate on customer communication templates, escalation paths, and health scores that reflect the complexity of high-volume B2B environments.

Champion continuous improvement by measuring the impact of process changes, experimenting with new workflows, and sharing results across the support organization.

Maintain detailed documentation of workflows, decisions, and outcomes to support training, auditing, and long-term operational learning.

Coordinate with cross-functional teams during critical incidents, ensuring that customers receive timely, coordinated, and context-rich responses.

Support the development of onboarding materials and training programs that prepare both human agents and automated systems to handle scaled interactions.

Evaluate new tools, metrics, and frameworks for customer success, recommending adoption where they meaningfully improve efficiency and outcomes.

Requirements

You are eligible for this role only if you have experience managing high-volume customer interactions in a software or SaaS environment.

You must have a track record of using analytics and qualitative data to drive decisions in a customer-facing operational role.

You should be comfortable working with support platforms, workflow automation tools, and data dashboards on a daily basis.

You must demonstrate strong written and verbal communication skills, with the ability to explain complex operational concepts in clear, concise language.

You are required to be based in San Francisco or be willing to relocate there with demonstrated enthusiasm for working in person with the team.

You should have experience collaborating with product, engineering, and operations teams to close the loop between support insights and product changes.

You must be able to manage multiple customer conversations simultaneously while maintaining attention to detail and empathy.

You are expected to thrive in fast-paced environments where priorities shift quickly and decisions must be made with incomplete information.

Nice to have

Experience with agentic support platforms or systems that coordinate human and automated customer interactions.

A background in B2B SaaS customer success, support operations, or technical account management.

Familiarity with agile ways of working, including sprints, standups, and iterative process improvement.

Understanding of basic product analytics and customer health scoring methodologies.

Practical notes

The role expects full-time engagement with daily chat and video communication as the primary modes of interaction with customers and internal teams.

No specific working hours are mandated, but availability during standard business hours in San Francisco is required for real-time collaboration.

There may be occasional travel within the Bay Area for in-person meetings, workshops, or cross-functional alignment sessions.

Candidates should be prepared for a hiring process that includes interviews focused on operational scenarios, customer empathy, and systems thinking.

Visa sponsorship is not mentioned, so candidates should confirm eligibility to work in the United States if relocating from outside the country.