Customer Success Manager (EMEA Lead)

The Role

This is an individual contributor role to start, but we're looking for someone with the mindset and experience to grow into a team lead or manager for the EMEA region as we scale. You'll be the go-to person for our European customers - owning accounts end-to-end, becoming a product expert, and setting the standard for what a great CSM motion looks like in this region.

Location: Remote for an initial ramp period, then fully in-office at our East London office once it opens. We're looking for candidates based in or willing to relocate to London.

What youll do

• Host calls with customers to onboard, educate on best practices, and introduce new features.
• Help grow a 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, such as webinars and content creation.
• Identify customers who are not using the product as expected and engage with them.
• Apply Pylon in our customer success processes and provide feedback and suggestions on features to add into the product.

Requirements

• Located in (or will relocate to) London and willing to work in-person in East London once the office opens; remote for the first months. The office is expected to open in September 2026.
• One 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.
• Organized and hard-working.
• Interest in tinkering with the product and imagining new workflows.
• Major bonus: ability to create and work 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

• Youll 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. The team is investing in EMEA for the long term; there s an expectation to grow into leading the regional team.
• Work on a product youll 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.