Founding Account Manager

ABOUT PYLON 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 1,000 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. ROLE OVERVIEW As an Account Manager at Pylon, you will own commercial outcomes for a defined portfolio of customers in our post-sales base with a focus on expansion revenue, renewals, and strategic account growth. You’ll partner closely with Customer Success Managers to drive revenue while ensuring customers achieve meaningful business results. This role is for a revenue-driven, relationship-focused leader who can balance commercial execution with customer value delivery. WHAT YOU’LL DO - Identify and drive expansion opportunities within an assigned book of customers - Lead renewal discussions and negotiations, ensuring high renewal rates and predictable revenue outcomes - Collaborate with CSMs to align health, adoption, and usage insights with commercial strategy - Build and execute account plans that increase customer lifetime value and strategic engagement - Establish strong, trusted relationships with customer stakeholders across the organization (executives, champions, operators) - Maintain accurate forecasting, pipeline, and customer analytics WHAT SUCCESS LOOKS LIKE - Meeting or exceeding quarterly expansion + renewal revenue targets - Strong alignment with CSMs measured by adoption signals and customer satisfaction - Clear, executable account growth plans with measurable pipeline and closed revenue - Timely and accurate forecasting with disciplined CRM discipline WHAT YOU BRING - 3+ years in Account Management, Sales, or post-sales roles with quota-carrying experience - Consistent track record of meeting or exceeding revenue targets - Strong understanding of multithreading, executive relationship management, and value-based selling - Ability to develop deep understanding of complex technical products and translate features into business value for customers - Excited to build playbooks to help scale up the AM team - Comfortable using CRM and revenue tooling (e.g., Salesforce) - Data-driven in identifying, prioritizing, and progressing expansion opportunities within a portfolio REQUIREMENTS - Location: Based in San Francisco or willing to relocate, with enthusiasm for working in person. - Customer Communication: Comfortable interacting with customers daily over chat and video. - Analytical Thinking: Able to deeply understand customer use cases and recommend thoughtful, strategic solutions. - Operational Discipline: Highly organized, process-oriented, and capable of managing a high-volume workload. - Product Curiosity: Interested in exploring product nuances and designing more efficient workflows. - Bonus: Experience building or analyzing dashboards in modern analytics tools. Our perks 🏥 Fully covered medical, dental, and vision insurance for employees 🏦 401(k) retirement plan 🚆 Commuter benefits 🌱 Parental leave 🏝️ 14 company holidays + 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 90 and growing!