--- title: 'Customer Success Manager (EMEA) at Pylon' canonical: 'https://feeny.ai/job/customer-success-manager-emea-pylon-london-5w50h35wfjxt' type: 'job' last_seen: '2026-09-10' --- # Customer Success Manager (EMEA) at Pylon - **Company:** Pylon - **Location:** London, United Kingdom - **Compensation:** Β£75k–£90k - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-07-02 - **Last confirmed live:** 2026-09-10 - **Apply:** https://jobs.ashbyhq.com/pylon-labs/d93299b7-c934-4d19-83fe-1949ec7af4b9 ## Job description 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](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/). ## 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 πŸ₯ Fully covered medical, dental, and vision insurance for employees πŸš† Commuter benefits 🌱 Parental leave 🏝️ 14 company holidays + unlimited PTO πŸ—ΊοΈ Annual offsite 🍽 Lunch, dinner, and snacks at the office πŸ‹οΈ 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! ## About Pylon ## Company Overview - **One-liner**: Pylon is an AI-native customer support platform purpose-built for B2B companies, unifying conversations across Slack, Teams, email, and chat into a single intelligent workspace. - **Entity Type**: Private (Series B – $31M raised August 2025, total funding ~$51.3M) - **Headquarters**: San Francisco, California, USA - **Founded**: 2022 (Y Combinator Winter 2023 batch) - **Founders**: Advith Chelikani (Co-Founder & CEO), Robert Eng (Co-Founder), Marty Kausas (Co-Founder) ## Core Business - **Primary industry**: Customer Support / Customer Service Software (SaaS) - **Target customers**: B2B companies of all sizes, from startups (e.g., Vellum, Hightouch, Deel) to mid-market and enterprise. - **Mission / purpose**: To build the first customer support platform designed for how B2B teams actually work – with complex accounts, multiple stakeholders, and conversations across many platforms. ## Products & Services - **Omnichannel Support**: A single view for all customer conversations across Slack Connect, Microsoft Teams, Discord, email, in-app chat, WhatsApp, and ticket forms. Manages both internal and external channels. - **AI Assistants + Agents**: AI-powered tools that automatically route issues based on intent, draft replies and knowledge articles, categorize tickets, surface account insights, generate charts, and answer natural-language questions about customers. Can resolve 50% of eligible inquiries without human intervention. - **Knowledge Automation**: AI that identifies gaps in the knowledge base, drafts articles, and surfaces the right answers before the support team has to search. - **Account Intelligence**: Automatically tracks churn signals, feature requests, renewal risk, and other key account data, surfacing full customer context in seconds for support, success, and sales teams. ## Market Standing - **Valuation / Market Cap**: Not publicly disclosed - **Key Metric**: Total funding of **$51.3M** (Pre-Seed $125K from Y Combinator, Seed $3.2M led by General Catalyst, Series A $17M led by a16z, Series B $31M led by Bain Capital Ventures and a16z). Estimated annual revenue of **~$2.3M** as of mid-2025 (LinkedIn estimate). - **Notable Investors / Partners**: Andreessen Horowitz (a16z), Bain Capital Ventures, General Catalyst, Y Combinator. - **Growth Signals**: - Headcount grew **158% YoY** to ~87 employees (July 2025). - Claims **90% decrease in First Response Time** (from 35 minutes to <3.5 minutes) and **8x faster resolution time** despite 76% more ticket volume. - Customers include YC companies like Vellum, Hightouch, and Deel. - 50% of eligible inquiries resolved without human intervention. - Active hiring across engineering, customer success, sales, product, and GTM roles. ## Competitive Advantages - **AI-native architecture**: Built from the ground up with AI, rather than bolting AI onto legacy platforms like Zendesk or Intercom. - **B2B-specific channel support**: First platform to natively integrate Slack Connect, Microsoft Teams, and community channels (Discord) – critical for B2B workflows. - **Account Intelligence**: Proactive detection of churn risk, feature requests, and renewal signals from support conversations, shared across support, success, and sales. - **Compliance & security**: SOC 2 Type II, GDPR, ISO 27001, and HIPAA compliant, making it suitable for regulated industries. ## Strategic Focus - **Current priorities**: Deepening AI automation (agents, knowledge base, routing), expanding omnichannel integrations, and scaling the go-to-market organization to capture more mid-market and enterprise customers migrating off legacy tools (e.g., Zendesk, Intercom, Freshdesk, Salesforce Service Cloud). - **Direction for growth**: Become the default support platform for all B2B companies, leveraging AI to handle routine issues while empowering agents with full context. ## Why Work Here - **Culture highlights**: Mission-driven team building the β€œfirst B2B support platform,” with a strong engineering background (founders from Caltech, Airbnb, Samsara, Affinity). Fast-paced startup environment. - **Remote/hybrid policy**: In-person at the San Francisco office. - **Notable perks/engineering culture**: Cutting-edge AI work; chance to shape product from early stage; exposure to founders and experienced leaders (e.g., Head of Engineering from Samsara). High growth means opportunity for impact and career acceleration. ## Sources 1. [usepylon.com](https://www.usepylon.com/) 2. [Pylon Jobs (Ashby)](https://jobs.ashbyhq.com/pylon-labs) 3. [Y Combinator – Pylon](https://www.ycombinator.com/companies/pylon-2) 4. [LinkedIn – Pylon](https://www.linkedin.com/company/usepylon) ## Other roles at Pylon - [Financial Controller](https://feeny.ai/job/financial-controller-pylon-san-francisco-snfmn7m5fana) β€” San Francisco, CA - [Founding Account Executive, EMEA](https://feeny.ai/job/founding-account-executive-emea-pylon-london-ep3g8daxg3sf) β€” London, United Kingdom - [Head of Marketing](https://feeny.ai/job/head-of-marketing-pylon-san-francisco-ddytw6s979a0) β€” San Francisco, CA - [Group Product Manager](https://feeny.ai/job/group-product-manager-pylon-san-francisco-cwztqhdgy02c) β€” San Francisco, CA - [Marketing Operations Lead](https://feeny.ai/job/marketing-operations-lead-pylon-san-francisco-ark6j6hk8e39) β€” San Francisco, CA - [Software Engineer, Intern](https://feeny.ai/job/software-engineer-intern-pylon-san-francisco-arbcpptxzwx7) β€” San Francisco, CA - [Software Engineer, AI](https://feeny.ai/job/software-engineer-ai-pylon-san-francisco-wn7yjd0aadyt) β€” San Francisco, CA - [Software Engineer, New Grad](https://feeny.ai/job/software-engineer-new-grad-pylon-san-francisco-qj78fzaa0rv4) β€” San Francisco, CA - [Software Engineer, Security](https://feeny.ai/job/software-engineer-security-pylon-san-francisco-ysnmbrj39pzz) β€” San Francisco, CA - [Software Engineer, Infrastructure](https://feeny.ai/job/software-engineer-infrastructure-pylon-san-francisco-ytb536zjw32v) β€” San Francisco, CA