Customer Success Manager (EMEA)

Pylon Labs

London, GB

On-siteCareer-pivot friendly

Who this role is best for

Best suited to mid-level customer success professionals comfortable with in-person collaboration and product-focused problem-solving in London.

Best fit for

Customer-centric professionals who enjoy product education and process building.
— “Host calls with customers to help them onboard, learn best practices, educate them about new features”
Analytical thinkers who can bridge customer needs with product development.
— “Work with engineering to build tooling and process, and convey product feedback”
Self-starters interested in operationalizing customer success at scale.
— “Continue to build a growing customer success motion and everything that comes with it”

Things to consider

In-person work in London is non-negotiable.
— “Located in (or will relocate to) London and are excited about working in-person”
Regular customer interaction via video and chat is expected.
— “Comfortable regularly interacting with customers over chat and video”

How to stand out

Demonstrate experience creating scalable customer education programs.
— “Build scalable ways of educating customers about new features”
Showcase data dashboard proficiency in your application.
— “Major bonus: able to create and play with data dashboards in analytics tools”
Highlight instances where you've influenced product roadmaps.
— “You'll be turned to for feedback and suggestion on features to add into the product”

Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · TeamLevel · Manager

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

increase customer satisfaction scores
reduce churn rate

Typical background

customer servicesalestechnical support

Skills & requirements

Required

Customer ServiceCommunicationProblem-solvingProduct Knowledge

Preferred

Data AnalysisProject Management

Stack & domain

LeadershipCommunication

About the role

Original posting from Pylon Labs via Ashby

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 1,400 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.
WHAT YOU'LL DO
Host calls with customers to help them onboard, learn best practices, educate them about new features, etc.
Continue to build a growing 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 are 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
Major bonus: able to create and play with data dashboards in analytics tools
OUR PERKS
🏥 Fully covered medical, dental, and vision insurance for employees
🚆 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 110+ and growing!

Source: Pylon Labs careers (Ashby)