Scaled Customer Success Manager

About the role

We're looking for a Scaled CSM to join our team and make customer success at scale a reality. This role involves managing a high-volume portfolio of customers, ensuring they receive a high-quality and responsive experience through Pylon, and turning real customer interactions into improvements to our playbooks.

Responsibilities

• Work alongside the 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.
• 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 by running established success motions and turning real customer interactions into improvements to our playbooks.
• Monitor product usage and customer signals to identify churn risks and expansion opportunities.
• Be accountable for keeping the scaled segment healthy and identifying which accounts are ready for deeper partnership.
• Collaborate on infrastructure by partnering closely with the Customer Success team, Product, and Engineering to design the tooling and automated workflows required to support 1,000+ customers effectively.
• Use Pylon every day for your own workflows and influence feature prioritization and 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.

Benefits

• 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

Pay

$140K - $180K

Schedule

Full-time position