Scaled Customer Success Manager

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 tea...