At a Glance
- Tasks: Engage with customers, onboard them, and build a thriving customer success strategy.
- Company: Join Pylon, a cutting-edge B2B post-sales platform backed by top investors.
- Benefits: Enjoy comprehensive health insurance, unlimited PTO, and a fitness stipend.
- Other info: Dynamic team environment with opportunities for growth and creativity.
- Why this job: Make a real impact by helping customers succeed with innovative solutions.
- Qualifications: Strong communication skills and a passion for customer engagement.
The predicted salary is between 50000 - 70000 £ per year.
At Pylon, we're building the future of B2B Post Sales. Pylon is the all-in-one B2B post-sales platform powered by conversational data and layered intelligence, helping companies run support and customer success in real time. We’re backed by a16z, BCV, General Catalyst, and Y Combinator. More than 1,400 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io run their support and customer success workflows on Pylon. We’re also featured on the Enterprise Tech 30 List. Our product spans a large and complex problem space, which means there is real ownership, real responsibility, and a lot to build.
What you'll do:
- Host calls with customers to help them onboard, learn best practices, educate them about new features, etc.
- Continue to build a growing 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, like holding webinars, writing content, and other creative ideas.
- Identify customers who are not using the product as expected and engage with them.
- Dogfood Pylon for our customer success processes.
- You'll be turned to for feedback and suggestion on features to add into the product!
Requirements:
- Located in (or will relocate to) London and are excited about working in-person.
- 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.
Our perks:
- Fully covered medical, dental, and vision insurance for employees.
- Commuter benefits.
- Parental leave.
- 14 company holidays + unlimited PTO.
- Annual offsite.
- Lunch, dinner, and snacks at the office.
- Fitness stipend.
More about Pylon:
- Funding: Series B led by a16z and BCV ($51M total raised).
- Founders: Advith Chelikani, Robert Eng, and Marty Kausas.
- Team: Currently 110+ and growing!
Customer Success Manager (EMEA) in London employer: Pylon
At Pylon, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to take ownership of their roles and drive meaningful impact. Located in the vibrant city of London, we offer exceptional benefits including fully covered health insurance, unlimited PTO, and a supportive environment for professional growth, making us an ideal employer for those looking to thrive in the B2B post-sales space.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (EMEA) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pylon. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pylon before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (EMEA) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pylon:Your cover letter is your chance to shine! Tell us why you want to work at Pylon specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pylon!
How to prepare for a job interview at Pylon
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
