At a Glance
- Tasks: Help customers onboard, educate them on features, and grow customer success initiatives.
- Company: Join a high-growth startup with a focus on innovation and customer satisfaction.
- Benefits: Competitive pay, equity, unlimited PTO, and comprehensive health coverage.
- Other info: Opportunity for leadership growth and a chance to work in a vibrant East London office.
- Why this job: Be the first EMEA CSM and shape the future of customer success in a dynamic environment.
- Qualifications: Strong communication skills, organised, and a passion for customer engagement.
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) in London 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 work culture that values innovation and personal development. As we transition to our new East London office, you'll be part of a dynamic team in a vibrant location, ensuring your contributions are recognised and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (EMEA Lead) in London
✨Tip Number 1
Get to know the company inside out! Research Pylon's products, values, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your pitch! Prepare a brief introduction about yourself and your experience that highlights how you can contribute to customer success. Keep it engaging and relevant to the role.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Don’t forget to follow up! After interviews or networking chats, send a quick thank-you note. It shows your enthusiasm and keeps you fresh in their minds as they make decisions.
We think you need these skills to ace Customer Success Manager (EMEA Lead) in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see that you're genuinely excited about helping customers and building something amazing with us.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight relevant experiences that align with the Customer Success Manager role. We love seeing how your background fits into our mission at StudySmarter!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to spot. No need for fluff – just show us what you’ve got!
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 Your Product Inside Out
Before the interview, make sure you’re familiar with Pylon’s features and how they benefit customers. Dive into the product yourself, explore its functionalities, and think about how you would educate customers on these features. This will show your genuine interest and help you engage in meaningful conversations during the interview.
✨Prepare for Customer Scenarios
Think of potential customer scenarios you might encounter as a Customer Success Manager. Prepare examples of how you would handle onboarding, address customer concerns, or suggest new workflows. This will demonstrate your problem-solving skills and ability to connect with customers effectively.
✨Showcase Your Organisational Skills
As this role requires being organised and hard-working, come prepared with examples of how you’ve managed multiple tasks or projects in the past. Discuss any tools or processes you’ve used to stay organised, especially if they relate to customer success or support functions.
✨Engage with Questions
Interviews are a two-way street! Prepare thoughtful questions about the company culture, the team dynamics, and the future of the EMEA region. This not only shows your enthusiasm for the role but also helps you gauge if the company is the right fit for you.
