At a Glance
- Tasks: Be the go-to person for European customers, owning accounts and educating them on best practices.
- Company: Join a high-growth startup with a focus on customer success in the EMEA region.
- Benefits: Enjoy competitive pay, equity, unlimited PTO, and comprehensive health coverage.
- Other info: Remote work initially, transitioning to in-office in East London; great career growth opportunities await!
- Why this job: Own your region from day one and grow into a leadership role while mastering an evolving product.
- Qualifications: Must be organised, hardworking, and comfortable engaging with customers over chat and video.
The predicted salary is between 50000 - 70000 £ per year.
This is an individual contributor role to start, but we’re looking for someone with the mindset and experience to grow into a team lead or manager for the EMEA region as we scale. You’ll be the go-to person for our European customers — owning accounts end-to-end, becoming a product expert, and setting the standard for what a great CSM motion looks like in this region.
Location: Remote for an initial ramp period, then fully in-office at our East London office once it opens. We’re looking for candidates based in or willing to relocate to London.
What you'll do:
- Host calls with customers to onboard, educate on best practices, and introduce new features.
- Help grow a customer success motion and everything that comes with it.
- Work with engineering to build tooling and process, and convey product feedback.
- Build scalable ways of educating customers about new features, such as webinars and content creation.
- Identify customers who are not using the product as expected and engage with them.
- Apply Pylon in our customer success processes and provide feedback and suggestions on features to add into the product.
Requirements:
- Located in (or will relocate to) London and willing to work in-person in East London once the office opens; remote for the first months. The office is expected to open in September 2026.
- One 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.
- Organized and hard-working.
- Interest in tinkering with the product and imagining new workflows.
- Major bonus: ability to create and work 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. The team is investing in EMEA for the long term; there’s an expectation to grow 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
Pylon is an exceptional employer, offering a unique opportunity to be the first Customer Success Manager for the EMEA region, allowing you to shape and grow the customer success motion from the ground up. With a commitment to employee development, competitive compensation, and comprehensive benefits including unlimited PTO and a fitness stipend, Pylon fosters a dynamic work culture that prioritises innovation and collaboration. As the office opens in East London, you'll enjoy a vibrant environment with ample opportunities for professional growth and a chance to become a product expert in a fast-evolving startup.
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 and concisely. Try mock calls or video chats with friends to get comfortable before the real deal.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events to learn more about the company culture and what they value in a Customer Success Manager. This could give you an edge during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and ready to take on this exciting role.
We think you need these skills to ace Customer Success Manager (EMEA Lead)
Some tips for your application 🫡
Show Your Passion for Customer Success:When writing your application, let your enthusiasm for customer success shine through. We want to see how you can connect with our customers and help them thrive using our product. Share any relevant experiences that highlight your dedication to making customers happy!
Tailor Your Application:Make sure to customise your application to fit the role of Customer Success Manager at StudySmarter. Highlight your skills and experiences that align with what we’re looking for, especially in terms of onboarding and educating customers. A personal touch goes a long way!
Be Clear and Concise:We appreciate clarity! Keep your application straightforward and to the point. Use bullet points where necessary to make it easy for us to read through your qualifications and experiences. Remember, we’re looking for someone organised and hard-working!
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. Plus, it shows you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Pylon
✨Know Your Product Inside Out
As a Customer Success Manager, you'll need to be a product expert. Make sure you understand the ins and outs of the product you're applying for. Familiarise yourself with its features, benefits, and any recent updates. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Prepare for Customer Scenarios
Think about potential customer scenarios you might encounter in this role. Prepare examples of how you would onboard customers, handle their concerns, or educate them on best practices. This will demonstrate your proactive approach and ability to think on your feet during the interview.
✨Showcase Your Organisational Skills
Being organised is key in a Customer Success role. Bring examples of how you've managed multiple accounts or projects simultaneously in the past. Discuss any tools or methods you use to stay organised, as this will highlight your ability to handle the demands of the position.
✨Engage with Data
If you have experience with analytics tools or creating data dashboards, make sure to mention it. Talk about how you've used data to drive decisions or improve customer experiences. This will set you apart, especially since the role involves identifying customer usage patterns and making recommendations based on that data.
