In this conversation, Pylon CEO and co-founder Marty Kausas shares the story behind building one of the fastest-growing AI-native customer support platforms for B2B companies.

Marty reflects on the early days of company building, including the uncertain period after leaving Airbnb when he spent two years exploring startup ideas before founding Pylon with Advith Chelikani and Robert Eng. With no customers, no funding and plenty of skepticism about entering a crowded market dominated by incumbents like Zendesk and Salesforce, the team leaned into speed, customer obsession and relentless execution.

The discussion explores the insight that shaped Pylon’s product: B2B support is fundamentally different from consumer support. Instead of a single support team, customer conversations involve multiple stakeholders across sales, solutions, customer success and support. Pylon brings those conversations and the underlying customer data together, enabling teams to collaborate and respond faster.

Marty also talks about the company’s culture of “happy grinders,” the importance of shipping quickly and why speed remains the most important advantage startups have when competing against large incumbents.

Even with more than 1,500 customers and $51 million raised, Marty believes the journey is just beginning.