pylon-labs - Customer Success Manager (EMEA Lead)
Requirements
• Location: Remote for an initial ramp period (a few months), then fully in-office at our East London office once it opens. We're looking for candidates based in or willing to relocate to London. • Located in (or will relocate to) London and excited about working in-person in East London once our office opens — remote for the first few months while we get set up. We expect the office to open in September 2026. • 1 month on-site ramp in our San Francisco office • 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 • Experience with Slack Connect, Microsoft Teams, or similar channel-based communication tools • Familiarity with support tooling (Pylon, Zendesk, Intercom, Front, etc.) • Experience at an early-stage startup or as an early hire in a new regional office • Prior experience building out or scaling a support function
Responsibilities
• Host calls with customers to help them onboard, learn best practices, educate them about new features, etc. • Help grow 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!
Benefits
• You'll be Pylon's first EMEA CSM hire — a rare chance to own a region from day one and build something from scratch. • Clear path to leadership. We're investing in EMEA for the long term. The hope is that this person grows into leading the regional team. • Work on a product you'll become an expert in. Pylon has a wide surface area and is evolving fast — there's always something new to learn. • Competitive compensation and equity in a high-growth, well-funded startup. • 🏥 Fully covered medical, dental, and vision insurance for employees • 🏦 401(k) retirement plan • 🌱 Parental leave • 🏝️ Unlimited PTO • 🗺️ Annual offsite • 🍽 Lunch, dinner, and snacks at the office • 🏋️ Fitness stipend
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