Pylon

The Spotlight is bright on 🔆 Matt Williams 🔆 today! Matt has 10+ years of experience building customer success organizations from the ground up. He currently leads customer experience at Paragon, where he helps B2B teams ship powerful integrations. 𝗛𝗼𝘄 𝗵𝗮𝘀 𝘁𝗵𝗲 𝗿𝗼𝗹𝗲 𝗼𝗳 𝗖𝗫 𝗰𝗵𝗮𝗻𝗴𝗲𝗱 𝘀𝗶𝗻𝗰𝗲 𝘆𝗼𝘂 𝘀𝘁𝗮𝗿𝘁𝗲𝗱 𝘆𝗼𝘂𝗿 𝗰𝗮𝗿𝗲𝗲𝗿? The old notion that “the customer is always right” has evolved into “the customer deserves to be validated." There’s always a reason for a customer asking something of a CX team member, no matter how silly or simple that request could be. Validating the customer for their concern goes a long way in building a working relationship. At the end of the day, they’re just a human looking for some help. This can be as simple as saying, “Thank you for bringing this to us, it’s always great to hear from you. Help me understand more about this request." Helping your customer feel heard, while getting the proper context behind what your customers are trying to do with your product, creates value and trust. Building relationships is always at the core of a great customer experience, and that starts by helping your customers feel heard before anything else. 𝗪𝗵𝗮𝘁 𝗱𝗼 𝗺𝗼𝘀𝘁 𝗽𝗲𝗼𝗽𝗹𝗲 𝗴𝗲𝘁 𝘄𝗿𝗼𝗻𝗴 𝗮𝗯𝗼𝘂𝘁 𝗖𝗫? Most folks in CX are far too focused on knowing their product and how it works, rather than knowing their customer. Your goal in CX is always to enhance the product value your company is delivering by curating an experience that unblocks your customer faster than they could have done so independently. That’s why you’re here, doing your job every day. However, you’ll take this to the next level by understanding how your product fits into your customer’s business. Why are they using your product, and why does it matter to their business? When you can properly apply your product knowledge to your customer’s business, you evolve from being a support resource to a trusted advisor. That becomes an integral part of the value proposition they receive from your product. This pays massive dividends down the road when you encounter a difficult renewal or issue. You'll have earned the right to work through this challenge with your customer, rather than having them lose trust in your product and begin the process of jumping ship. (continued in comments!)

Support tickets and Slack messages only tell part of the story. That's why we integrate with Fathom.ai to turn your call recordings into proactive customer success. When you sync meetings to Pylon, we automatically ingest that conversational data so you can... → Understand and monitor customer sentiment in account notebooks → Flag churn risks or upsell opportunities in AI fields → Auto-generate actionable tasks from your calls → Deliver personalized support with complete customer visibility We're the only B2B support platform that natively integrates with powerful call recorders like Fathom. AI-powered meeting intelligence → unified customer intelligence → proactive customer success ---- Learn how to connect Fathom in Pylon: https://lnkd.in/gH5dH2yc Build with Fathom's new public API: https://lnkd.in/gYmgF6zM

Your customers deserve great support from day zero. So we're partnering with Brex to offer 15% off your first year with Pylon. We've helped 900+ of the fastest growing startups scale their operations with... 𝟭/ 𝗢𝗺𝗻𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 Meet your customers where they are, whether that's Slack, Teams, Discord, email, chat, ticket forms, or somewhere else. 𝟮/ 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁𝘀 & 𝗔𝘀𝘀𝗶𝘀𝘁𝗮𝗻𝘁𝘀 Automate triage, resolution workflows, and repetitive tasks so your team can focus on customer experience. 𝟯/ 𝗔𝗜 𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 Let AI uncover knowledge gaps, draft articles, flag duplicates, and keep your content up to date. 𝟰/ 𝗔𝗰𝗰𝗼𝘂𝗻𝘁 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 Turn scattered signals from issues and conversations into actionable insights like health scores and churn risks. We're the AI-native support platform built for B2B companies. ---- We can't wait to be part of your Day Zero Stack alongside Notion, OpenAI, Anthropic, Carta, Slack, and more. Get 15% off the first year of your annual contract 🚀 https://lnkd.in/gEAZQkUA

Putting the Spotlight on 🔆 Pooja Sachan 🔆 today! Pooja oversees all things customer success, CS ops, and support at TryProspect. A strong champion for the voice of the customer, she combines customer insight with business data to inform product and business strategy. 𝗛𝗼𝘄 𝗱𝗶𝗱 𝘆𝗼𝘂 𝗴𝗲𝘁 𝗶𝗻𝘁𝗼 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗰𝗰𝗲𝘀𝘀? I didn’t start in Customer Success, I found my way to it by design. Early in my career I deliberately rotated through support, analytics, project management, pricing, and sales to understand what pulled me. The pattern that emerged was clear: I’m at my best in customer-facing roles where every day is unpredictable, the problems are business-critical, and learning is constant. When I moved into Customer Success at Wingify, I immediately loved the craft—owning outcomes, not just activities. Titles didn’t always capture the work. As a CSM I handled enterprise accounts typically reserved for senior roles; as a Senior CSM I also managed a team of three and was accountable for their KPIs. That mix of hands-on account leadership, revenue responsibility, and people management cemented my philosophy: Customer Success is a value-creation function. In short, I got into CS by following the work that sits at the intersection of product, customer outcomes, and revenue, and I’ve stayed because it’s where I can have the most impact. 𝗛𝗼𝘄 𝗵𝗮𝘀 𝘁𝗵𝗲 𝗿𝗼𝗹𝗲 𝗼𝗳 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 𝗰𝗵𝗮𝗻𝗴𝗲𝗱 𝘀𝗶𝗻𝗰𝗲 𝘆𝗼𝘂 𝘀𝘁𝗮𝗿𝘁𝗲𝗱 𝘆𝗼𝘂𝗿 𝗰𝗮𝗿𝗲𝗲𝗿? When I started, “Customer Success” was a buzzword with fuzzy lines. We owned engagement, adoption, and renewals but with oversized books of business, the motion defaulted to renewal-chasing. It was hard to go deep on value because sheer volume forced us to work quarter-to-quarter. Today, the function is more mature and pragmatic. Three big shifts: 1/ From activity to outcomes. Success plans, value hypotheses, and ROI storytelling anchor the motion. KPIs map to NRR/NPS, time-to-value, and adoption depth, not just number of touchpoints. 2/ From heroic generalists to scalable systems. Right-sized enterprise books, digital/tech-touch for the long tail, and CS Ops for instrumentation, playbooks, and forecasting. Health scoring evolved from logins to leading indicators tied to use cases and executive priorities. 3/ We’ve moved from being Sales-adjacent to owning revenue. We earn renewals and expansions by delivering measurable outcomes and de-risking the org change required for adoption, anchored by proactive risk management, executive alignment, and disciplined pipelines. (continued in comments!)

We scaled to 200M+ calls and needed a support platform that could scale with us. Most platforms would have buckled under that growth. Pylon didn't just handle it. AI Agents completely transformed how we handle support. Instead of our engineers spending hours manually collecting call IDs and digging through context, Pylon AI now handles all the prep work and escalates tickets to the right team. Results: → 80% of L1 tickets automated → 50% of L2 tickets prepped before handoff → 15 hours per week back to product development Pylon understands exactly what B2B support teams need. Cheers to Marty Kausas and the Pylon team for building the best AI-native support platform for B2B teams. Read more about how we’ve transformed our support at the link in comments

🔆 Robert Cabral 🔆 is in the Spotlight today! Robert leads Support & Enterprise Education at Runway. Over the past 10 years, he's built post-sales teams from the ground up at multiple startups, including scaling companies from $5M to $100M+ ARR. He shares insights on support leadership, operations, AI, and more in his newsletter, "Beyond the Queue." 𝗛𝗼𝘄 𝗵𝗮𝘀 𝘁𝗵𝗲 𝗿𝗼𝗹𝗲 𝗼𝗳 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗰𝗵𝗮𝗻𝗴𝗲𝗱 𝘀𝗶𝗻𝗰𝗲 𝘆𝗼𝘂 𝘀𝘁𝗮𝗿𝘁𝗲𝗱 𝘆𝗼𝘂𝗿 𝗰𝗮𝗿𝗲𝗲𝗿? When I started, support was seen mostly as a reactive function. While I worked with many talented individuals, there wasn't much room for strategic work. It was about fixing the issue, closing the ticket, and moving on. Today, it has evolved into a key part of the customer journey. The best teams act as partners. They surface insights that influence product, marketing, and revenue. That shift from helping customers to helping the business understand customers is where I've focused most of my career growth. 𝗛𝗼𝘄 𝗱𝗼 𝘆𝗼𝘂 𝘀𝗲𝗲 𝗽𝗼𝘀𝘁-𝘀𝗮𝗹𝗲𝘀 𝘁𝗲𝗮𝗺𝘀 𝗲𝘃𝗼𝗹𝘃𝗶𝗻𝗴 𝘄𝗶𝘁𝗵 𝗔𝗜? We’re living this evolution right now. The real question isn't whether to use AI, but where the handoff between automation and human judgment should happen. Get that wrong, and you create a faster path to frustrated customers. Get it right, and your team can focus on the complex problems that actually require human insight: account health analysis, strategic implementation planning, and turning at-risk customers into advocates. AI is already changing how we work, but the real opportunity is in what it frees us to do. The more we automate repetitive tasks, the more space we create for deep customer conversations, proactive retention work, and relationship building. There's a concern that AI will make customer interactions distant and cold. But I see the opposite happening. Teams will be able to focus on uncovering opportunities that build customer trust and expand revenue. 𝗪𝗵𝗮𝘁 𝗱𝗼 𝗺𝗼𝘀𝘁 𝗽𝗲𝗼𝗽𝗹𝗲 𝗴𝗲𝘁 𝘄𝗿𝗼𝗻𝗴 𝗮𝗯𝗼𝘂𝘁 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗮𝗻𝗱 𝘀𝘂𝗰𝗰𝗲𝘀𝘀? Many still view support or success as a necessary cost center. But great support is a growth channel. Every customer conversation is a data point, a retention lever, and an early signal of churn or expansion. When your success team notices a customer's usage dropping off or support spots repeated friction with a specific workflow, those aren't just service issues, they're retention and revenue signals. Address them proactively, and you prevent churn. Ignore them, and you're leaving money on the table. When teams are set up right, aligned with operations, product, and revenue, support can be one of the most strategically valuable parts of a business. That mindset shift is what transforms post-sales from a service function into a competitive advantage. (continued in comments!)

Pylon's AI Agents save Retell AI 15 hours/week. As they scaled to 200M+ calls, engineers were spending their time collecting call IDs, gathering context, and routing tickets instead of actually debugging. So they built AI agents in Pylon. Now when there's a voice issue, our AI agent grabs the call ID, pulls logs via API, and hands it over with context. Engineers skip straight to problem solving. Results... → 80% of L1 tickets automated → 50% of L2 tickets prepped by AI before handoff → 12-15 engineering hours per week back to product work → No more back and forth for basic info ...and engineers get to focus on engineering again. Thanks for being great partners Prabir Vora and the Retell AI team!