WoCS x Pylon: The Rise of the CS Engineer: What It Means for Your Role, Your Team, and Your Next Move
About The Event
A new role is landing in CS teams, and it changes the job for everyone around it, not just the person who takes the title.
Join us on Wednesday, 7 October at The Malin in NoMad for a CS Week NYC panel with Women of Customer Success in partnership with Pylon.
The Customer Success Engineer is part CSM, part builder: someone who owns the integration, the workflow, the technical fix, while still sitting on the customer side of the relationship. The driver is simple. As AI absorbs the routine relationship work, the value a human adds is shifting toward product depth, and companies are either hiring engineers into CS or re-scoping their most technical CSMs to fill the gap.
That shift hits two groups of CSMs at once. If a CS engineer has just joined your pod, your job is being quietly redrawn: what you hand off, what you keep, and where leadership now expects you to go deeper. If you've been wondering whether that's the job you actually want, the questions are different: what you'd need to learn, what you'd give up, and whether the move is a step sideways or up.
This panel is built for both. We'll bring CSMs, CS engineers and CS leaders together for a candid conversation and live Q&A on what's really changing, and what you need to do about it, whether or not you ever want to write a line of code.
Drinks and networking are on Pylon before and after the panel, so come early and stay till the end.
The panel is being finalized now. Register and you'll be the first to hear who's on stage.
What We'll Dive Into
What the CS engineer role actually is, what it takes off a CSM's plate and what it doesn't, and what the day-to-day looks like once the title is yours
The "you need to be more technical" pressure: how much you need to understand to hand off well without becoming the bottleneck, and what you'd actually have to learn to make the switch
How CSMs and CS engineers divide the work: who owns the integration, the escalation, and the renewal conversation, and where the friction shows up
Where CS Ops ends and CS engineering begins, and which path fits you if you lean toward process or toward building
Career paths in both directions: CSMs who went technical and engineers who went customer-facing, on what surprised them and what they'd tell you
What CS leaders are hiring and promoting for now: how the CSM job is being re-scoped, what "product depth" means in a review, and how comp and reporting lines are landing for the new role
What You'll Take Away
A clear picture of how the CSM role changes when a technical peer joins the team, and how to make that partnership work rather than compete with it
Understand how much depth your current CSM role now needs, and whether the CS engineer path is a real fit for you
An honest read on what the pivot involves: skills, comp, reporting lines, and the parts of the job you'd give up
Language you can bring into your next 1:1 or career conversation, whether you're negotiating scope or making the case for a move
Connections with CSMs, CS engineers and leaders in NYC who are working through the same shift
If you're a CSM whose job is changing around you, or one who's ready to change it yourself, this is worth the evening.
Who This Is For
Customer Success Managers working alongside a CS engineer, or curious about what that might be like
CSMs considering a move into a more technical role
CS Engineers, Technical CSMs, and Solutions or Implementation professionals
CS Ops and post-sales operations
CS Leaders and Team Leads hiring, scoping, or restructuring around the role
This event is part of the Women of Customer Success community, built for women working in tech and post-sales. If that's you, we'd love to have you in the room.
About Women of Customer Success
WoCS is the leading community for the best and brightest women in post-sales roles and leadership. Our mission is to connect, educate, and empower women to thrive in their careers and lead the way forward. With over 10 chapters worldwide, we are cultivating the next generation of women shaping the future of customer experience.
About Pylon
Pylon is the modern support and customer success platform built for B2B companies. It brings every customer conversation into one place, across Slack, Microsoft Teams, email, in-app chat and more, and layers AI on top to automate the routine work, surface account health and risk, and give post-sales teams a single view of the customer. Pylon is why we're able to bring this panel to CS Week NYC, and their team will be in the room.