Customer Success Manager

Post-covid, businesses have started shifting the way they communicate with customers from email to chat platforms like Slack, Microsoft Teams, and Discord. At Pylon, we are building a real-time customer operations platform to help support, success, and sales teams at places like Hightouch, Merge, and Sardine scalably meet their customers where they live.

Just like how Zendesk made email scalable in a support context, Mailchimp made email scalable in a marketing context, and Salesforce & Outreach made email scalable in a sales context, Pylon is making chat scalable across customer-facing functions.

Pylon is the all-in-one B2B post-sales platform powered by conversational data and layered intelligence, helping companies run support and customer success in real time.

We’re backed by a16z, BCV, General Catalyst, and Y Combinator.

More than 1,000 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.

Our product spans a large and complex problem space, which means there is real ownership, real responsibility, and a lot to build.

What you'll do

• Host calls with customers to help them onboard, learn best practices, educate them about new features, etc.
• Help stand up a customer success motion and everything that comes with it
• Identify customers who are not using the product as expected and engage with them
• Dogfood Pylon for our customer success processes

• Located in (or will relocate to) San Francisco and 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
• Major bonus: able to create and play with data dashboards in analytics tools

🏥 Fully covered medical, dental, and vision insurance for employees

🏦 401(k) retirement plan

🚆 Commuter benefits

🌱 Parental leave

🏝️ 14 company holidays + unlimited PTO

🗺️ Annual offsite

🍽 Lunch, dinner, and snacks at the office

🏋️ Fitness stipend

More about Pylon

Funding: Series B led by a16z and BCV ($51M total raised)

Founders: Advith Chelikani, Robert Eng, and Marty Kausas

Team: Currently 90 and growing!

We’re building an event-driven workflow engine powered by conversational data and layered with intelligence to help our customers run their operations in real-time.

Our tech stack: Golang, GraphQL, React, AWS.