At a Glance
- Tasks: Onboard and educate customers, build scalable education tools, and provide product feedback.
- Company: Join a high-growth startup with a focus on customer success in the EMEA region.
- Benefits: Competitive salary, equity, unlimited PTO, and comprehensive health insurance.
- Other info: Opportunity for career growth and leadership in a fast-evolving tech landscape.
- 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 50000 - 65000 £ 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 for growth as the first EMEA Customer Success Manager. With a commitment to employee development, competitive compensation, and a vibrant work culture in East London, you will thrive in an environment that values innovation and collaboration. Enjoy comprehensive benefits, including unlimited PTO and wellness stipends, while becoming an integral part of a high-growth startup poised for 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, 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
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—definitely a win!
✨Tip Number 3
Prepare for those interviews by practising common CSM scenarios. Think about how you'd handle onboarding, customer feedback, and product education. Show us your problem-solving skills and how you can add value from day one!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Pylon team and ready to take on the EMEA challenge!
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 us see your enthusiasm for helping customers succeed. Share specific examples of how you've made a difference in previous roles, especially in customer-facing positions.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight the skills and experiences that align with the Customer Success Manager role. We want to see how your background fits into our vision for the EMEA region.
Be Clear and Concise:Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read through your achievements and qualifications quickly.
Apply Through Our Website:We encourage you to submit your application directly through our website. This way, we can ensure your application gets the attention it deserves and you’ll be one step closer to joining our team!
How to prepare for a job interview at Pylon
✨Know Your Product Inside Out
Before the interview, make sure you dive deep into Pylon's product. Understand its features, benefits, and how it can solve customer problems. 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 as a Customer Success Manager. Prepare examples of how you would onboard customers, handle objections, or educate them on new features. This will demonstrate your proactive approach and problem-solving skills.
✨Showcase Your Communication Skills
Since this role involves regular interaction with customers, practice articulating your thoughts clearly and concisely. You might want to simulate a call or video chat with a friend to get comfortable discussing the product and addressing customer needs.
✨Highlight Your Organisational Skills
Being organised is key in this role. Prepare to discuss how you manage your time and tasks effectively. Bring examples of tools or methods you've used in the past to stay organised, especially if they relate to customer success or account management.
