At a Glance
- Tasks: Engage with customers, onboard them, and educate on new features while building scalable processes.
- Company: Join a high-growth startup with a focus on customer success in East London.
- Benefits: Enjoy competitive pay, unlimited PTO, and comprehensive health insurance.
- Other info: Remote work initially, with a vibrant office environment once it opens in 2026.
- Why this job: Be the first EMEA CSM and shape the future of customer success at Pylon.
- Qualifications: Strong communication skills and a knack for problem-solving; experience with analytics tools is a plus.
The predicted salary is between 60000 - 80000 € per year.
What you'll do:
- Host calls with customers to help them onboard, learn best practices, and educate them about new features.
- Help grow a customer success motion and everything that comes with it.
- Work with engineering to build tooling and processes, and convey product feedback.
- Build scalable ways of educating customers about new features, such as holding webinars and writing content.
- Identify customers who are not using the product as expected and engage with them.
- Dogfood Pylon for our customer success processes.
- You’ll be consulted for feedback and suggestions on features to add into the product.
Location: Remote for an initial ramp period (a few months). Then fully in‑office at our East London office once it opens. Candidates must be based in or willing to relocate to London.
Requirements:
- Located in or will relocate to London and excited about working in‑person in East London once our office opens – remote for the first few months while we get set up. We expect the office to open in September 2026.
- 1 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 to them.
- Organized and hard working.
- An interest in tinkering with the product and imagining new workflows.
- Major bonus: able to create and play 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:
- You’ll 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. We’re investing in EMEA for the long term.
- The hope is that this person grows into leading the regional team.
- Work on a product you'll 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.
Customer Success Manager (EMEA Lead) employer: Pylon Labs
Pylon is an exceptional employer, offering a unique opportunity for the Customer Success Manager (EMEA Lead) to shape the future of our EMEA operations from the ground up. With a strong commitment to employee growth, competitive compensation, and comprehensive benefits including unlimited PTO and fully covered health insurance, we foster a collaborative and innovative work culture that encourages personal and professional development. As we transition to our new East London office, you'll be part of a dynamic team in a high-growth startup environment, where your contributions will directly impact our success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (EMEA Lead)
✨Tip Number 1
Get to know the company inside out! Research Pylon's products and values so you can speak confidently about how you can contribute to their customer success motion. This will show you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your communication skills! Since you'll be interacting with customers regularly, make sure you can articulate your thoughts clearly over chat and video. Consider doing mock calls with friends or using platforms like StudySmarter to refine your approach.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've identified issues and implemented solutions. This will demonstrate your ability to dive deep into customer use cases and recommend effective solutions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on being part of the Pylon team right from the start.
We think you need these skills to ace Customer Success Manager (EMEA Lead)
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer success shine through! We want to see that you’re genuinely excited about helping customers and growing with us.
Tailor Your Experience:Make sure to highlight relevant experiences that align with the role. If you've worked with tools like Pylon or have experience in customer engagement, shout about it! We love seeing how your background fits into our vision.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make it easy for us to understand your skills and experiences. Remember, less is often more!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Pylon Labs
✨Know the Product Inside Out
Before your interview, make sure you’re familiar with Pylon’s product and its features. Dive deep into how it works and think about how you would educate customers on its best practices. This will show your genuine interest and help you answer questions more effectively.
✨Prepare for Customer Scenarios
Think of potential customer scenarios you might encounter in this role. Prepare examples of how you would engage with customers who are not using the product as expected. This will demonstrate your problem-solving skills and your ability to connect with customers.
✨Showcase Your Organisational Skills
As a Customer Success Manager, being organised is key. Bring examples of how you’ve managed multiple projects or customer interactions in the past. Discuss any tools or processes you’ve used to stay on top of your tasks, especially if they relate to customer success.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face in EMEA, or how they envision the growth of the customer success function. This shows your enthusiasm for the role and helps you gauge if it’s the right fit for you.
