Customer Success Manager

About the Role

Pylon is looking for a Customer Success Manager to be the face of Pylon for our customers, the person they turn to as they onboard, ramp up, and get real value out of the product. You'll own a book of accounts end to end: hosting calls, answering questions, teaching best practices, and making sure every customer actually uses what they're paying for. This is a hands-on, in-person role at a fast-growing company, and a rare seat where your day-to-day feedback directly shapes our product roadmap.

What You'll Do

• Own onboarding and adoption for your book of customers: host calls, answer questions in real time, and teach best practices so customers get value fast.
• Keep customers current on new features through creative, scalable channels, webinars, written content, office hours, whatever actually gets the message across.
• Watch usage and engagement signals closely, and proactively reach out to customers who aren't using the product as expected before it becomes a bigger problem.
• Partner with engineering to build the tooling and internal processes that make customer success more efficient as we grow, and turn what you hear from customers into real product feedback.
• Dogfood Pylon for your own workflows every day. You're not just a user of the product, you're one of the people shaping what we build next.

Requirements

• 0-2 years of experience in a Customer Success, Account Management, or other customer-facing role (new grads welcome).
• BA/BS degree or equivalent practical experience.
• Comfortable interacting with customers daily over chat and video.
• Able to dive deep into a customer's use case and business and recommend real solutions, not just point them to a help article.
• Strong technical curiosity: comfortable learning a technical product inside and out, with genuine interest in tinkering with it and imagining new workflows.
• Organized and hardworking, able to juggle a growing book of accounts without letting things slip.

Our perks

Meals and snacks at the office Fully covered medical, dental, and vision insurance for employees Retirement savings 14 company holidays + unlimited PTO Annual offsite Relocation and immigration support