Customer Success Manager
At a glance
Mid-level Customer Success role at Pylon. New York · full-time · $100,000–$130,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide your customer portfolio through onboarding, adoption calls, live questions, and practical product guidance
- Share feature updates through webinars, written materials, office hours, and other scalable formats
- Monitor account usage and contact customers early when engagement falls below expectations
- Work with engineering on success tooling and processes, while turning customer input into product feedback
- Use Pylon in your own daily workflows and help influence future product improvements
What you bring
- Up to two years in customer success, account management, or another customer-facing position, including new graduates
- A BA or BS degree, or equivalent hands-on experience
- Comfort communicating with customers every day through chat and video
- Curiosity about technical products, with the drive to learn, experiment, and design new workflows
- Strong organization and work habits for managing a growing account portfolio
Who this fits
This role suits an early-career customer-facing professional who wants hands-on ownership of customer onboarding, adoption, and feedback. You should enjoy learning technical products, investigating customer needs, and communicating regularly through chat and video. The job is onsite in New York and includes relocation and immigration support.
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.
About the Role
Pylon is looking for a Customer Success Manager to be the face of Pylon for our customers, the person they turn to as they onboard, ramp up, and get real value out of the product. You'll own a book of accounts end to end: hosting calls, answering questions, teaching best practices, and making sure every customer actually uses what they're paying for. This is a hands-on, in-person role at a fast-growing company, and a rare seat where your day-to-day feedback directly shapes our product roadmap.
What You'll Do
Own onboarding and adoption for your book of customers: host calls, answer questions in real time, and teach best practices so customers get value fast.
Keep customers current on new features through creative, scalable channels, webinars, written content, office hours, whatever actually gets the message across.
Watch usage and engagement signals closely, and proactively reach out to customers who aren't using the product as expected before it becomes a bigger problem.
Partner with engineering to build the tooling and internal processes that make customer success more efficient as we grow, and turn what you hear from customers into real product feedback.
Dogfood Pylon for your own workflows every day. You're not just a user of the product, you're one of the people shaping what we build next.
Requirements
0-2 years of experience in a Customer Success, Account Management, or other customer-facing role (new grads welcome).
BA/BS degree or equivalent practical experience.
Comfortable interacting with customers daily over chat and video.
Able to dive deep into a customer's use case and business and recommend real solutions, not just point them to a help article.
Strong technical curiosity: comfortable learning a technical product inside and out, with genuine interest in tinkering with it and imagining new workflows.
Organized and hardworking, able to juggle a growing book of accounts without letting things slip.
Our perks
🍽 Meals and snacks at the office
🏥 Fully covered medical, dental, and vision insurance for employees
🏦 Retirement savings
🏝️ 14 company holidays + unlimited PTO
🗺️ Annual offsite
✈️ Relocation and immigration support
More about Pylon
Traction: Have hundreds of paying customers and are growing fast
Funding: In addition to investment from Y Combinator and General Catalyst, a16z we just announced our Series B ($51M total raised)
Founders: Advith Chelikani, Robert Eng, and Marty Kausas
Team: Currently 100+ with a team of 9 CSMs and growing!
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