Challenges

Fragmented support and data silos made strategic account oversight nearly impossible

Coalesce helps data teams build, manage, and govern data projects at scale. As the company grew, its support and customer success teams found themselves operating across disconnected tools—Zendesk for support, Jira for project management, Salesforce for customer data, Gong for call insights, and Notion or Slack for internal notes. Context was fragmented, collaboration was inconsistent, and preparing for customer engagements required extensive manual effort.

The team needed a more modern, centralized solution that aligned with how they actually worked: collaboratively, in Slack, and across multiple systems. Zendesk, their prior tool, had not evolved with the pace of their business.

“We work in Slack-heavy environments. Email just felt archaic. And Zendesk hadn’t changed in a decade.”

Jesse Marshall, Head of CS at Coalesce

Solutions

Pylon’s Account Management suite unifies data and surfaces AI‑powered insights for strategic customer engagement

Coalesce adopted Pylon to modernize its support operations but quickly discovered its potential in transforming account management. The team uses Pylon’s Notebooks feature to centralize customer context and create account summaries using AI.

The AI context blocks are accurate, cited, and easy to validate. Coalesce uses these blocks to track details like:

• Customer Sentiment: Identifies expressions of excitement or frustration across synchronous and asynchronous data

• Use Cases: Key aspects of the product that the customer values most, along with their business objectives

• Recent Activity: Important activity for a specific account, grouped by time period

Alongside these AI blocks, Coalesce uses Ask AI to dig deeper when needed. The team can ask any follow up question triggered by the summaries and instantly get accurate, cited answers. As a result, time spent preparing for customer check-ins has dropped by ~40%.

“Notebooks are by far my favorite feature… We used to take notes manually across tools. Now I don’t have to take notes — Pylon’s summaries span multiple calls or issues and surface the relevant context automatically.”

Jesse Marshall, Head of CS

Notebooks allow the team to bring together Slack threads, Gong recordings, Salesforce data, and email correspondence into a single, organized workspace. This eliminates the need to jump between tools or recreate account histories manually. This centralization gives everyone involved in customer conversations, whether preparing for a quarterly business review, responding to an escalation, or joining a customer interview, the same up-to-date view of account health.

“Sales engineers and account managers used to prep for check-ins by digging through Salesforce, Gong, and Slack or relying on Support and CS for context. Now they just open the Account Overview in Pylon.”

Jesse Marshall, Head of CS

Results

Reduced Manual Work, Improved Visibility, and Better Cross-Functional Alignment

With Pylon, Coalesce streamlined account workflows, significantly reduced context switching, and created a single source of truth for all customer-facing teams.

• Time spent preparing for customer check-ins dropped by ~40%, thanks to AI-generated summaries and consolidated account views.

• Manual note-taking has decreased by over 85%, as relevant insights from Gong, Slack, and other systems are automatically captured and summarized within Pylon.

• First response times have improved from 50 minutes to under 3.5 minutes for support issues, significantly accelerating time-to-resolution.

• 98% of accounts are now managed within Pylon, creating visibility for both support and customer success.

As Coalesce continues to grow, Jesse is driving adoption of Pylon across more functions, helping ensure customer context remains accessible, actionable, and aligned across the company.

“I’ve started pushing other teams beyond support—sales engineers, product managers—to use [Pylon]. It’s the first time I’ve seen account management actually work across the org.”

Jesse Marshall, Head of CS