Based in San Francisco or willing to relocate for on-site work.
Comfortable with daily customer interactions via chat and video.
Strong analytical skills to understand and solve customer use cases.
Highly organized and process-oriented to manage high workloads efficiently.
Curious about product nuances and workflow optimization.
Experience with dashboard building or analysis in analytics tools is a plus.
Responsibilities
Join the Scaled Customer Success team to manage a high-volume customer portfolio.
Host and manage various forms of customer communication throughout their lifecycle.
Run established success motions and provide feedback to improve operational playbooks.
Monitor product use and customer signals to mitigate churn risks and identify growth opportunities.
Collaborate with Customer Success, Product, and Engineering teams on infrastructure and workflows.
Utilize Pylon daily to inform product development and prioritize features.
Benefits
Fully covered medical, dental, and vision insurance for employees.
401(k) retirement plan.
Commuter benefits.
Parental leave.
14 holidays plus unlimited PTO.
Annual offsite opportunities.
Complimentary meals including lunch, dinner, and snacks at the office.
Fitness stipend.
Full Job Description
Notice: This is an on-site role based in San Francisco, California. Relocation is required, and we're happy to discuss timing and support during the process.
What you'll do
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.
Requirements
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.
Our perks
Fully covered medical, dental, and vision insurance for employees
