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 run their support and customer success workflows on Pylon. We're also featured on the Enterprise Tech 30 List .

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 , Robert Eng , and Marty Kausas

Team: Currently 100+ and growing!

Offices : San Francisco, NYC, and London (soon!)