Scaled Customer Success Manager

Job description

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 http://Incident.io run their support and customer success workflows on Pylon. We're also featured on the Enterprise Tech 30 List https://www.enterprisetech30.com/. WE DON’T BELIEVE SCALE SHOULD MEAN WORSE CUSTOMER EXPERIENCE. We believe that by using our own tools and creating seamless, efficient internal processes, we can give our smaller customers the help and resources they need to be successful, without forcing them into a weekly call they didn't ask for. As a Scaled CSM, you'll be responsible for making this work at scale. We're looking for someone who takes learnings from hands on work and turns it into repeatable, scalable processes. WHAT YOU'LL DO - Join our scaled CS Team: Work alongside our Scaled CS team to manage a high-volume portfolio while ensuring every customer, regardless of size, receives a high-quality and responsive experience through Pylon. - Manage the Customer Lifecycle: Host calls and manage inbound communication across Slack, email, and Pylon. Own the full lifecycle for your book of business, from post-onboarding stabilization through renewal. - Execute and Refine the Playbook: Run established success motions and turn real customer interactions into improvements to our playbooks. As we scale the team, you will help define what “great” looks like. - Proactive Health Management: Monitor product usage and customer signals to identify churn risks and expansion opportunities. You are accountable for keeping the scaled segment healthy and identifying which accounts are ready for deeper partnership. - Collaborate on Infrastructure: Partner closely with the Customer Success team, Product, and Engineering to design the tooling and automated workflows required to support 1,000+ customers effectively. - Product Advocacy: Use Pylon every day for your own workflows. Your hands-on usage will directly influence feature prioritization and how we shape the future of post-sales software. REQUIREMENTS - Location: Based in San Francisco or willing to relocate, with enthusiasm for working in person. - Customer Communication: Comfortable interacting with customers daily over chat and video. - Analytical Thinking: Able to deeply understand customer use cases and recommend thoughtful, strategic solutions. - Operational Discipline: Highly organized, process-oriented, and capable of managing a high-volume workload. - Product Curiosity: Interested in exploring product nuances and designing more efficient workflows. - Bonus: Experience building or analyzing dashboards in modern analytics tools. OUR PERKS 🏥 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 https://www.linkedin.com/in/advith/, Robert Eng https://www.linkedin.com/in/robert-eng/, and Marty Kausas https://www.linkedin.com/in/martykausas Team: Currently 100+ and growing!