Customer Success Manager – EMEA

About the role

Pylon is an agentic support platform built for B2B companies, enabling AI‑native support teams to collaborate with humans across every channel. The platform enriches interactions with deep account context, automates low‑impact work, and surfaces answers proactively, delivering faster responses and happier customers.

Key responsibilities

• Host calls with customers to onboard them, share best practices and educate on new features.
• Continue to build and scale the customer success motion.
• Collaborate with engineering to create tooling, processes, and convey product feedback.
• Develop scalable education methods such as webinars, content creation, and other creative ideas.
• Identify customers not using the product as expected and engage them.
• Dogfood Pylon for internal customer success processes.
• Provide feedback and suggestions for new product features.

Required profile

• Located in (or willing to relocate to) London and able to work onsite.
• Comfortable interacting with customers regularly via chat and video.
• Capable of diving deep into a customer's use case and recommending solutions.
• Organized, hard‑working, and interested in tinkering with the product.
• Bonus: ability to create and explore data dashboards in analytics tools.

Required skills

• Data dashboard creation in analytics tools (bonus).

What we offer

• Fully covered medical, dental, and vision insurance for employees.
• Commuter benefits.
• Parental leave.
• 14 company holidays plus unlimited PTO.
• Annual offsite.
• Lunch, dinner, and snacks at the office.
• Fitness stipend.