Customer Success Manager (EMEA)
At a glance
Mid-level Customer Success role at Pylon. London, UK · full-time · £75,000–£90,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide customers through onboarding, best practices, and feature education on calls
- Help grow the customer success motion and its supporting processes
- Work with engineering on tooling and processes while sharing product feedback
- Create scalable customer education through webinars, content, and other ideas
- Spot low-usage customers, re-engage them, and use Pylon in your own success work
What you bring
- Live in London or be ready to relocate, with enthusiasm for in-person work
- Comfortably interact with customers through chat and video
- Understand each customer's use case and business, then recommend solutions
- Stay organized and hardworking while exploring the product and new workflows
Who this fits
This suits someone who enjoys regular customer conversations, detailed problem-solving, and experimenting with product workflows. The role is onsite in the United Kingdom and requires living in or relocating to London for in-person work.
From the employer
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.
What you'll do
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!
Requirements
Located in (or will relocate to) 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
Major bonus: able to create and play with data dashboards in analytics tools
Our perks
🏥 Fully covered medical, dental, and vision insurance for employees
🚆 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 110+ and growing!
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