---
title: 'Customer Success Manager at Pylon'
canonical: 'https://feeny.ai/job/customer-success-manager-pylon-new-york-b9yjdb5gfbrh'
type: 'job'
last_seen: '2026-09-24'
---

# Customer Success Manager at Pylon

- **Company:** Pylon
- **Location:** New York, NY
- **Compensation:** $100k–$130k
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-09-23
- **Last confirmed live:** 2026-09-24
- **Apply:** https://jobs.ashbyhq.com/pylon-labs/04dc90b1-874d-46e1-a9b0-b5892025d7b3

## 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/).

## About the Role

Pylon is looking for a Customer Success Manager to be the face of Pylon for our customers, the person they turn to as they onboard, ramp up, and get real value out of the product. You'll own a book of accounts end to end: hosting calls, answering questions, teaching best practices, and making sure every customer actually uses what they're paying for. This is a hands-on, in-person role at a fast-growing company, and a rare seat where your day-to-day feedback directly shapes our product roadmap.

## What You'll Do

- Own onboarding and adoption for your book of customers: host calls, answer questions in real time, and teach best practices so customers get value fast.
- Keep customers current on new features through creative, scalable channels, webinars, written content, office hours, whatever actually gets the message across.
- Watch usage and engagement signals closely, and proactively reach out to customers who aren't using the product as expected before it becomes a bigger problem.
- Partner with engineering to build the tooling and internal processes that make customer success more efficient as we grow, and turn what you hear from customers into real product feedback.
- Dogfood Pylon for your own workflows every day. You're not just a user of the product, you're one of the people shaping what we build next.

## Requirements

- 0-2 years of experience in a Customer Success, Account Management, or other customer-facing role (new grads welcome).
- BA/BS degree or equivalent practical experience.
- Comfortable interacting with customers daily over chat and video.
- Able to dive deep into a customer's use case and business and recommend real solutions, not just point them to a help article.
- Strong technical curiosity: comfortable learning a technical product inside and out, with genuine interest in tinkering with it and imagining new workflows.
- Organized and hardworking, able to juggle a growing book of accounts without letting things slip.

Our perks 🍽 Meals and snacks at the office 🏥 Fully covered medical, dental, and vision insurance for employees 🏦 Retirement savings 🏝️ 14 company holidays + unlimited PTO 🗺️ Annual offsite ✈️ Relocation and immigration support

More about Pylon Traction: Have hundreds of paying customers and are growing fast Funding: In addition to investment from [Y Combinator](https://www.linkedin.com/company/y-combinator/) and [General Catalyst](https://www.linkedin.com/company/general-catalyst/), [a16z](https://a16z.com/) we just announced our Series B ($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 100+ with a team of 9 CSMs 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 “first 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

- [Workplace Experience Coordinator (Part-time)](https://feeny.ai/job/workplace-experience-coordinator-part-time-pylon-new-york-ngacr27hsqa4) — New York, NY
- [Product Designer](https://feeny.ai/job/product-designer-pylon-san-francisco-8eccmp19j35t) — San Francisco, CA
- [Head of Customer Success](https://feeny.ai/job/head-of-customer-success-pylon-san-francisco-rbrzwr2v0z9n) — San Francisco, CA
- [Financial Controller](https://feeny.ai/job/financial-controller-pylon-san-francisco-snfmn7m5fana) — San Francisco, CA
- [Head of Marketing](https://feeny.ai/job/head-of-marketing-pylon-san-francisco-ddytw6s979a0) — San Francisco, CA
- [Software Engineer, Intern](https://feeny.ai/job/software-engineer-intern-pylon-san-francisco-arbcpptxzwx7) — San Francisco, CA
- [Software Engineer, AI](https://feeny.ai/job/software-engineer-ai-pylon-san-francisco-wn7yjd0aadyt) — San Francisco, CA
- [Software Engineer, New Grad](https://feeny.ai/job/software-engineer-new-grad-pylon-san-francisco-qj78fzaa0rv4) — San Francisco, CA
- [Software Engineer, Security](https://feeny.ai/job/software-engineer-security-pylon-san-francisco-ysnmbrj39pzz) — San Francisco, CA
- [Software Engineer, Infrastructure](https://feeny.ai/job/software-engineer-infrastructure-pylon-san-francisco-ytb536zjw32v) — San Francisco, CA