Customer Success Operations

## **At Pylon, we're building the future of B2B Post Sales.** We’re building the all-in-one B2B post-sales support platform powered by conversational data and layered with intelligence to help our customers run their operations in real-time. We’re backed by a16z, BCV, General Catalyst, Y Combinator. Currently more than 1000 companies including Linear, Cognition (makers of Devin), Modal Labs, and [Incident.io](http://Incident.io) run their support and customer success workflows with Pylon. You'll also find us on the [Enterprise Tech 30 List](https://www.enterprisetech30.com/). We’re now looking for our first **Customer Success Operations Associate** to help us centralize our data and build the foundation for company-wide reporting and insights. Our GTM tech stack includes tools like Salesforce, Pylon, Clay, Default, and Equals. ## As our first CS Ops hire you will: - Be responsible for supporting Customer Success data analyses, tool administration, and end-to-end execution of Customer Success processes and daily business operations - Work closely with Head of Customer Success to instrument CS processes and discover points of leverage. CS scope includes setup and onboarding customers, driving adoption, and closing upsells and renewals - Create dashboards to provide organizational visibility of customer and expansion KPIs - Execute ad hoc tactical activities to help scale day-to-day CS operations ## Sample priority projects now: - Store previous ARR data for churned customers in SFDC - Rollup product-level ARR onto Accounts - Improve auto-renewal process - Auto turn on/off products based on CPQ-SFDC-Pylon sync - Improve forecasting for renewals - Improve context-sharing on future expansion opportunities when Sales hands over customer to CS - Auto-set CSMs for new customers - Help determine expansion potential by product line in existing base **You might be a fit if the below describes you...** - 3+ years of experience in sales/revenue/CS operations, GTM operations, management consulting, investment banking, or other related field - Expertise in Salesforce - Analytical and data-driven - Excited to ramp up and help shape tech stack: Equals for revenue reporting, Salesbricks CPQ, Pylon for customer success and support, Salesforce for opportunities, Hightouch for data ingestion - Experience working at a high-growth startup - You’re motivated by autonomy, high ownership, and fast iteration - You’re in SF (or open to relocating) and want to help shape our data culture from the start ** Our perks ** 🏥 Fully covered medical, dental, and vision insurance for employees 🏦 401(k) retirement plan 🚆 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](https://www.linkedin.com/in/advith/), [Robert Eng](https://www.linkedin.com/in/robert-eng/), and [Marty Kausas](https://www.linkedin.com/in/martykausas) **Team:** Currently 90 and growing!