Relocate to SF: Scaled Customer Success Manager

Pylon Scaled Customer Success Manager

As a Scaled CSM, you'll be responsible for making this work 're looking for someone who takes learnings from hands-on work and turns it into repeatable, scalable processes.

• Join our scaled CS team:
  Work alongside our Scaled CS team to manage a high-volume portfolio while ensuring every customer, regardless of size, receives a high-quality and responsive experience through Pylon.

• Manage the customer lifecycle:
  Host calls and manage inbound communication across Slack, email, and Pylon. Own the full lifecycle for your book of business, from post-onboarding stabilization through renewal.

• Execute and refine the playbook:
  Run established success motions and turn real customer interactions into improvements to our playbooks. As we scale the team, you will help define what "great" looks like.

• Proactive health management:
  Monitor product usage and customer signals to identify churn risks and expansion opportunities. You are accountable for keeping the scaled segment healthy and identifying which accounts are ready for deeper partnership.

• Collaborate on infrastructure:
  Partner closely with the Customer Success team, Product, and Engineering to design the tooling and automated workflows required to support 1,000+ customers effectively.

• Product advocacy:
  Use Pylon every day for your own workflows. Your hands-on usage will directly influence feature prioritization and how we shape the future of post-sales software.

• Location:
  
  Based in San Francisco or willing to relocate, with enthusiasm for working in person.

• Customer communication:
  Comfortable interacting with customers daily over chat and video.

• Analytical thinking:
  Able to deeply understand customer use cases and recommend thoughtful, strategic solutions.

• Operational discipline:
  Highly organized, process-oriented, and capable of managing a high-volume workload.

• Product curiosity:
  Interested in exploring product nuances and designing more efficient workflows.

• Bonus:
  Experience building or analyzing dashboards in modern analytics tools.

Fully covered medical, dental, and vision insurance for employees

401(k) retirement plan

Commuter benefits

Parental leave

14 company holidays + unlimited PTO

Annual offsite

Lunch, dinner, and snacks at the office

Fitness stipend