Customer Success Manager (EMEA)
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At a glance
Job overview
Pylon is hiring a Customer Success Manager (EMEA). Pylon seeks a Customer Success Manager in London to host onboarding calls, educate users on new features, and build scalable customer success processes. The role involves collaborating with engineering, creating webinars and content, identifying under‑utilized customers, and providing product feedback while working in‑person with the team.
Key focus areas include Host calls with customers to onboard and educate them about new features, Build scalable education methods such as webinars, content, and creative ideas, and Collaborate with engineering to develop tooling, processes, and convey product feedback.
Successful candidates bring Located In London and Relocate To London. Important skills include Interacting With Customers Over Chat, Interacting With Customers Over Video, Recommend Solutions, Organized, Hard Working, and Tinkering With The Product.
Skills & qualifications
Skills
Qualifications
Benefits
Full 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/.
WHAT YOU'LL DO
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Host calls with customers to help them onboard, learn best practices, educate them about new features, etc.
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Continue to build a growing customer success motion and everything that comes with it
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Work with engineering to build tooling and process, and convey product feedback.
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Build scalable ways of educating customers about new features, like holding webinars, writing content, and other creative ideas
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Identify customers who are not using the product as expected and engage with them
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Dogfood Pylon for our customer success processes
- You'll be turned to for feedback and suggestion on features to add into the product!
REQUIREMENTS
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Located in (or will relocate to) London and are excited about working in-person
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Comfortable regularly interacting with customers over chat and video
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Able to dive deep into a customer's use case and business and recommend solutions to them
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Organized and hard working
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An interest in tinkering with the product and imagining new workflows
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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 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 110+ and growing!
You've read the whole posting — now see how you match it.