Group Product Manager, Support
PYLON — THE AGENTIC SUPPORT PLATFORM PURPOSE-BUILT FOR B2B.
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/.
WHAT YOU'LL DO
- Own Support end-to-end as a business unit — its strategy, roadmap, and business outcomes. You are accountable for its success the way a GM is accountable for a business.
- Drive the number. Carry a top-line business outcome tied to our revenue. Own the plan to grow adoption and consumption, and make the necessary tradeoffs along the way.
- Own and execute the agentic support vision. Own the agentic support vision, refine it, and drive it to reality. Turn direction into shipped product while staying ahead of a fast-moving AI landscape.
- Do the jobs no one else will. Be willing to fill the gaps that don't have a natural owner. Whatever it takes to move Support forward is in scope.
- Own large company bets end to end. Lead high-stakes initiatives from the initial customer problem through strategy, execution, launch, adoption, and business impact.
- Span PDE to GTM with autonomy. You can’t just think about the product, you gotta think about the business. Operate autonomously across product d...