Scaled Customer Success Manager

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 run their support and customer success workflows on Pylon. We're also featured on the Enterprise Tech 30 List. About The Role Pylon is looking for a Customer Success Manager, Scaled to own how our scaled CS motion works, not just run it. You'll diagnose where our volume actually comes from, decide what's worth fixing, and build the systems and playbooks that let us support hundreds of customers well without needing hundreds of CSMs to do it. Half your time goes into that strategic work: diagnosing, prioritizing based on impact and lift, and project managing fixes from idea to shipped outcome, partnering closely with CS Ops, Product, and Engineering. Th [... source excerpt omitted ...] edesign a system you don't run. We're looking for someone who thinks like an internal consultant: diagnose the problem, build the plan, then get your hands dirty running it. What You'll Do Build the Machine (50%) Diagnose CS volume actually comes from: patterns, root causes, and the handful of issues driving most of the noise. Prioritize what to fix based on impact and effort, and make the call on what's actually worth building. Turn what you learn on the ground into playbook improvements. As we scale the team, you'll help define what "great" actually looks like. Project manage the fix end to end, from first idea to shipped, measurable outcome, partnering with CS Ops, Pro [... source excerpt omitted ...] keep scaling. Build the systems and metrics that tell you whether it worked, and keep improving from there. Run the Motion (50%) Manage a high-volume portfolio (500+ low touch customers) within our Scaled CS team, ensuring every customer, regardless of size, gets a high-quality, responsive experience. Own the full customer lifecycle for your book of business, from post-onboarding stabilization through renewal, hosting calls and managing inbound communication across Slack, email, and Pylon. Monitor product usage and customer signals to catch churn risk early and spot expansion opportunities. You're accountable for the health of your segment and for flagging which accounts ar