Scaled Customer Success Manager

Pylon Labs is an innovative company focused on revolutionizing B2B post-sales through its all-in-one platform. The Scaled Customer Success Manager will manage a high-volume portfolio, ensuring exceptional customer experiences and refining processes to enhance customer success.

Responsibilities:

• 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