Customer Success Manager

AT PYLON, WE'RE BUILDING THE FUTURE OF B2B POST SALES. Pylon is the all-in-one B2B post-sales platform powered by conversational data and layered intelligence, helping companies run support and customer success in real time. We’re backed by a16z, BCV, General Catalyst, and Y Combinator. More than 1,300 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/. Our product spans a large and complex problem space, which means there is real ownership, real responsibility, and a lot to build. WHAT YOU'LL DO - Host calls with customers to help them onboard, learn best practices, educate them about new features, etc. - Help stand up a customer success motion and everything that comes with it - Work with engineering to build tooling and process, and convey product feedback. - Build scalable ways of educating customers about new features, like holding webinars, writing content, and other creative ideas - Identify customers who are not using the product as expected and engage with them - Dogfood Pylon for our customer success processes - You'll be turned to for feedback and suggestion on features to add into the product! REQUIREMENTS - Located in (or will relocate to) San Francisco and excited about working in-person - Comfortable regularly interacting with customers over chat and video - Able to dive deep into a customer's use case and business and recommend solutions to them - Organized and hard working - An interest in tinkering with the product and imagining new workflows - Major bonus: able to create and play with data dashboards in 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 90+ and growing!