B2B Customer Support · San Francisco
Notice: This is an on-site role based in San Francisco, California. Relocation is required, and we're happy to discuss timing and support during the process.
Pylon is a Series B, AI-native B2B company building the next generation of customer support.
Legacy platforms like Zendesk and Salesforce Service Cloud were built around tickets. Pylon is built around accounts, real-time collaboration, and AI-driven customer intelligence.
This is a massive market with incumbents that weren’t built for AI-first workflows.
Series B, $51M raised to date
Backed by a16z, BCV, General Catalyst, Y Combinator
100+ employees
This is a fully in-person role in SF; we do not offer remote or hybrid options.
Customer Storytelling
Own case studies end-to-end: identify the right customers, build relationships with champions, run interviews, find the angle, and produce written and video case studies that sales can actually use
Partner with customer success and sales to surface stories worth telling, then develop them across multiple formats (written case study, video, social excerpts, newsletter features)
Manage our video production agency for high-production customer story shoots: write briefs, coordinate schedules with customers and the film crew, and oversee post-production edits
Drive co-marketing partnerships with customers (e.g., joint content, cross-promotion) to amplify reach
Executive Thought Leadership
Write LinkedIn content for the Pylon executive team, posting 8-10 times per week across accounts. Topics range from AI workflow guides and product deep-dives to company milestones and team stories
Maintain each person’s distinct voice and editorial strategy. You'll workshop ideas with them early, draft content, and iterate until it lands
Manage the Pylon company LinkedIn account with posts on case study distribution, event promos, company building, and co-marketing content
Product Launch Content
Own the content side of product launches: write announcements, coordinate feature video shoots with our production agency, and create collateral that helps sales and marketing amplify each release
Translate technical product updates into clear, compelling narratives for leaders of customer-facing organizations
Produce quick-turn video content (vlog-style walkthroughs, product demos, behind-the-scenes) using tools like CapCut and Screen Studio (example)
Content Programs
Own and produce Pylon's customer newsletter, keeping our audience engaged with product updates, customer stories, and industry insights
Contribute to investor updates with customer love highlights and product release summaries
Support paid marketing efforts with content (ad copy, creative direction, ebook reviews) as needed
3-5 years of experience in content marketing at a B2B SaaS company. Startup experience is a strong plus
An exceptional writer with a sharp editorial instinct. You can adapt your voice for a founder's LinkedIn post, a customer case study, and a product announcement without missing a beat
Experienced in executive ghostwriting or thought leadership content. You know how to capture someone's voice and make it better
Comfortable on both sides of the camera: you can coordinate a professional video shoot with an agency and also pick up a camera to film authentic, vlog-style content yourself
A strong storyteller who can build relationships with customers, pull out the compelling details in an interview, and turn them into content that resonates
Organized and self-directed. You can manage multiple projects, hit deadlines, and keep content programs running without someone checking in day-to-day
AI-fluent. You use AI tools to accelerate your workflow, but you know the human touch is what makes content actually engaging
Energized by working at a fast-moving startup where you'll ship work every day and see the impact directly
Experience marketing to support, success, or other post-sales personas
Familiarity with tools like Webflow, Figma, or design tools for light content production
Experience managing vendor or agency relationships for creative production
A portfolio that shows range: written case studies, social content, video, and product marketing work
🏥 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
Traction: Have hundreds of paying customers and are growing fast
Funding: In addition to investment from Y Combinator and General Catalyst, a16z we just announced our Series B ($51M total raised)
Founders: Advith Chelikani, Robert Eng, and Marty Kausas
Team: Currently 100+ and growing!