Announcing our $31M Series B

We're excited to announce that Pylon has raised $31 million in Series B funding, co-led by a16z and BCV, with continued participation from General Catalyst, YC, and other existing investors. This brings our total funding to $51 million and marks a pivotal moment in our mission to reinvent B2B support.

Since our Series A announcement just over a year ago, the momentum has been incredible. We've grown to over 750 of the fastest-growing companies, including Together AI, Cognition, Temporal, and AssemblyAI. More than 150 companies have migrated to Pylon from legacy platforms like Zendesk, Intercom, and Salesforce Service Cloud.

Why? Because we're not just building another ticketing system. We’re building the first support platform for the entire post-sales team.

How we got here

When we founded Pylon in November 2022, we started with a simple observation: B2B companies were doing support over Slack, Teams, and Discord instead of more traditional channels like email and ticket forms. While everyone else saw this as unscalable, we saw it as the future. It just needed proper tooling.

Our first product was a Slack-to-Zendesk integration. Pretty unglamorous, but it solved a real pain point. Within weeks, we had our first customer (Hightouch), and shortly after, we got into Y Combinator's W23 batch.

As we talked to more customers, we kept hearing the same things:

1. They didn't love their existing ticketing systems as much
2. They were piecing together different solutions around their post-sales customer journey(customer success platforms, AI chatbots, omnichannel integrations, knowledge bases, chat widgets, customer outbound tools)

The lightbulb moment: These companies weren't just struggling with Slack support. They were dealing with a completely fragmented post-sales operation because existing "support" platforms were built for transactional B2C interactions, not the relationship-driven world of B2B.

So about a year in, we expanded our vision. Instead of just being a Slack integration, we decided to build the first platform purpose-built for B2B support.

Why B2B support is fundamentally different

In B2B, you're not just closing tickets. You're managing relationships with high value accounts. Every interaction matters because you're building long-term partnerships, not handling one-off transactions.

1. The problems are knowledge-heavy, not simple fixes. Instead of "reset your password," you're getting "help us architect this integration" that requires deep product expertise and understanding of each customer's specific use case.
2. Teams are cross-functional. B2B customer operations span across support, customer success, solutions engineers, account managers, implementation specialists, and more. They all need to work together, not in silos.
3. Account-level context is everything. You need to understand the full relationship: contract value, feature usage, key stakeholders, renewal risk, expansion opportunities.
4. The best B2B companies are doing support over modern channels like Slack, Teams, and Discord. They're embedding directly into their customers' workflows because it feels more collaborative and personal.

Legacy platforms were built for B2C and treated B2B customer needs as an afterthought. That's exactly why we've been able to displace them at increasingly large accounts. Companies finally have a platform that actually understands how B2B support works.

The AI Layer

ChatGPT launched just weeks after we founded Pylon. Talk about perfect timing.

While everyone was rushing to build AI chatbots for customer deflection, we saw a different opportunity. Most AI support tools fall short in B2B because they're trying to replace human interactions instead of augmenting them. But in B2B, you don't want to deflect customers. You want to enable your support and account managers to build stronger relationships with them.

The key insight: to build truly useful AI for B2B support, you need comprehensive customer context. Pylon has quickly become the source of truth for all customer interactions, giving us the foundation to build AI that actually works:

• AI Agents reduce routine ticket work by 50%, handling the boring stuff so human agents can focus on relationship-building and complex problem-solving.
• AI Assistants help agents move up to 3x faster within Pylon by providing instant context, suggested responses, and automated workflows.
• Account Intelligence transforms messy conversational data into actionable signals. Teams can proactively identify upsell opportunities, spot at-risk accounts, and understand common pain points across their entire customer base.

This isn't AI for the sake of AI. It's AI that makes B2B teams better at what they do best: building customer relationships.

Beyond Traditional Support - B2B Support

Our position at the center of all customer conversations gives us a unique view into the entire post-sales operation.

Think about it: when a customer asks about a feature request, that's valuable intel for product teams. When they mention budget constraints, that's a signal for customer success. When they're expanding their team, that's an upsell opportunity for account managers.

With Account Intelligence, teams can query individual account data ("Who should we focus on for upsells this quarter?") or analyze patterns across all customers ("What are the most common reasons for churn?").

This is just the beginning. Our vision is to unify the entire fragmented world of B2B support onto a single platform.

What's next

This Series B will help us double down on a few key areas:

• Product expansion. We'll continue building out our AI capabilities and expanding deeper into adjacent post-sales workflows.
• Team growth. We're hiring aggressively across Engineering, Sales, Marketing, Customer Success, and Support. If you want to help us own B2B support, we'd love to talk.
• Market domination. We're not just competing with incumbents. We're defining what B2B support platforms should be.
• AI leadership. We'll keep investing in making our AI products even more sophisticated, leveraging our unique dataset of B2B customer interactions.

The shift toward conversational, AI-powered B2B support isn't coming. It's already happening. Companies that get this will build stronger customer relationships, operate more efficiently, and scale faster than their competitors.

The future of B2B support is integrated, actionable, and AI-native.

The future of B2B support is Pylon.

Thank you

Huge thanks to everyone who made this possible:

• Our Series B investors: Jennifer Li from Andreessen Horowitz and Merritt Hummer and Abby Meyers from Bain Capital Ventures.
• Our continued investors: Niko Bonastos from General Catalyst and Harj Taggar from Y Combinator.
• Our customers: both the early believers like Teresa from Hightouch and Andrew from OneSchema, and our newest advocates like Victoria from HackerRank, Sarung from Together AI, and Ryan from Assembly AI. Thank you for trusting us with your most important customer relationships.
• The Pylon team: all 51 of you who wake up every day obsessed with building the future of B2B support.

If you want to see how Pylon can transform your B2B support operations, book a demo here. If you want to build the first B2B support platform, check out our open roles across all functions.