Customer Success Manager (EMEA Lead)

What you’ll do

• Host calls with customers to help them onboard, learn best practices, and educate them about new features.
• Help grow a customer success motion and everything that comes with it
  • Work with engineering to build tooling and processes, and convey product feedback.
  • Build scalable ways of educating customers about new features, such as holding webinars and writing content.
• Identify customers who are not using the product as expected and engage with them.
• Dogfood Pylon for our customer success processes
  • You’ll be consulted for feedback and suggestions on features to add into the product.

Location

Remote for an initial ramp period (a few months). Then fully in‑office at our East London office once it opens. Candidates must be based in or willing to relocate to London.

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.
• 401(k) retirement plan.
• Commuter benefits.
• Parental leave.
• Unlimited PTO.
• Annual offsite.
• Lunch, dinner, and snacks at the office.
• Fitness stipend.

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