Customer Success Manager

At Pylon, we're building the future of B2B Post Sales.

Top support and success teams at companies like Hightouch, Merge, Anyscale, use Pylon to manage their customers across Slack, Microsoft Teams, Email, In-App Chat, and the many other places they might talk to them.

As our first CSM, this is a unique opportunity to stand up the customer success function at company building in the post-sales space with hundreds of existing customers! You'll be turned to for more than just delivering customer outcomes. The team will look to you for product feedback, roadmap ideas, and process recommendations.

What you'll do

• Do calls with customers to help them onboard, learn best practices, educate them about new features, etc.

• Build out and manage our renewals process

• Help stand up a scaled 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) San Francisco and excited about working in-person

• 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

• 1-8 years of experience

• Major bonus: able to create and play with data dashboards in analytics tools

Benefits

• Medical, Vision, Dental insurance

• 401K

• Unlimited PTO

• Food in the office

• Fun team offsites and events