ScaledCustomerSuccessManager

NOTICE: THIS IS AN ON-SITE ROLE BASED IN SAN FRANCISCO, CALIFORNIA. RELOCATION IS REQUIRED, AND WE'RE HAPPY TO DISCUSS TIMING AND SUPPORT DURING THE PROCESS. 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 1,500 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/. Our product spans a large and complex problem space, which means there is real ownership, real responsibility, and a lot to build. WE DON’T BELIEVE SCALE SHOULD MEAN WORSE CUSTOMER EXPERIENCE. We believe that by using our own tools and creating seamless, efficient internal processes, we can give our smaller customers the help and resources they need to be successful, without forcing them into a weekly call they didn't ask for. As a Scaled CSM, you'll be responsible for making this work at scale. We're looking for someone who takes learnings from hands on work and turns it into repeatable, scalable processes. WHAT YOU'LL DO - Join our scaled CS Team: Work alongside our Scaled CS team to manage a high-volume portfolio while ensuring every customer, regardless of size, receives a high-quality and responsive experience through Pylon. - Manage the Customer Lifecycle: Host calls and manage inbound communication across Slack, email, and Pylon. Own the full lifecycle for your book of business, from post-onboarding stabilization through renewal. - Execute and Refine the Playbook: Run established success motions and turn real customer interactions into improvements to our playbooks. As we scale the team, you will help define what “great” looks like. - Proactive Health Management