Customer Success Manager (EMEA Lead)

Pylon is the only agentic support platform, purpose-built for B2B companies. For leaders scaling AI-native support teams, Pylon lets humans and agents collaborate on customer work – investigating, resolving, and acting on every signal across every channel that matters. Unlike platforms built before the AI era, Pylon enriches every interaction with deep account-level context, automates the low impact customer work, and surfaces answers before your team even has to ask. The result: faster responses, happier customers, and a system that continuously improves itself. 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/. THE ROLE This is an individual contributor role to start, but we're looking for someone with the mindset and experience to grow into a team lead or manager for the EMEA region as we scale. You'll be the go-to person for our European customers — owning accounts end-to-end, becoming a product expert, and setting the standard for what a great CSM motion looks like in this region. 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. WHAT YOU'LL DO - 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! REQUIREMENTS - 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 NICE TO HAVE - 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 WHY THIS ROLE - 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. OUR PERKS 🏥 Fully covered medical, dental, and vision insurance for employees 🚆 Commuter benefits 🌱 Parental leave 🏝️ 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 100+ and growing! Offices: San Francisco, NYC, and London (soon!)