Pylon

Pylon is a high growth SaaS startup creating the next generation customer service platform optimized for B2B and designed to integrate with your existing tech stack. The company has raised over $20,000,000 from investors including Y-Combinator, Andreesen-Horowitz, and General Catalyst.

Pylon faced several challenges as they scaled their operations, including:

‍

1. High Volume of Transactions

Pylon is a high transaction volume company, receiving multiple client requests per week for access to its trust center and key security information. Many of these requests require bespoke responses to security questionnaires, which are beyond the ability of an automated system and require time from an expert.

‍

2. Scaling Frameworks

As Pylon expanded its client base globally, the number of relevant security frameworks grew from just SOC2 to include ISO27001, HIPAA, GDPR, & CCPA. Each additional framework required not only controls and policies to be implemented, but dozens of hours of audit meetings and project management.

‍

3. Engineering Bandwidth

Compliance project management fell directly to one of the founders, who had limited bandwidth as his company grew. Valuable engineering time was being diverted to work on compliance features instead of product.

To address these challenges, Pylon deployed an Agency forward deployed compliance team of experts to work seamlessly with Pylon’s internal resources. The approach included the following key actions:

‍

1. Compliance Center of Knowledge

Agency deployed a team of experts to work alongside Pylon, within Pylon’s infrastructure. By understanding all of Pylon’s business, technical, and security practices, Agency team members directly answer security questions and navigate deals with end clients for Pylon.

‍

2. Forward-Deployed Security Engineering

Agency’s team took responsibility for project management and execution of engineering tasks around compliance and security, increasing capacity to complete security related tasks while also returning engineering time to product development.

1. Doubled Audited Frameworks While Saving $150K In Developer Time

Agency helped Pylon grow its compliance from two audited frameworks to four, while reducing staff time on compliance.

‍

2. Established a Scalable Security and Compliance Organization

Rather than the founders being the sole owners of security and compliance, Agency helped Pylon organize and establish a scalable structure whereby Agency resources scale on-demand to ensure compliance is maintained and client requests are consistently answered.

‍

3. Improved Enterprise Security Posture

Pylon upgraded its overall security posture to the highest enterprise standards, driven directly by the specific requirements of its clients.