Pulley - Scaled Customer Success Manager
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Requirements
• 1-3 years in Customer Success, scaled/tech-touch CS, or lifecycle/engagement roles • Exposure to building or contributing to a scaled, 0→1 success motion • 0→1 success motion • Experience managing a book of business and staying organized across a high volume of accounts • Familiarity with programs or workflows designed to support high-velocity, early-stage or SMB customers • Comfortable learning and working within CS tools, lifecycle platforms, and customer analytics • Excellent written and verbal communication • Able to take a project or program from idea to execution with guidance, and iterate based on feedback • Comfortable working with data to track progress and spot trends • Analytical mindset, with experience measuring and improving adoption and engagement • Curious about how to turn customer patterns into scalable, repeatable processes • Bonus • Bonus • Experience in equity management, FinTech, or financial tools • Hands-on experience with a Customer Success Platform (e.g. Gainsight, Totango, ChurnZero) • Experience collaborating with Product or Implementation Teams • Interest in AI-enabled customer engagement and education
Responsibilities
• Shape Pulley’s Scaled Success Motion • Manage a large portfolio of 1,200+ early-stage customers, supporting retention, engagement, and long-term customer success at scale • Support the renewals process for your book of business, identifying at-risk accounts early and working cross-functionally to drive timely, successful renewals at scale • Contribute to the frameworks, playbooks, and engagement mechanisms that create a consistent, predictable customer experience across a high-volume book of business • Design and Run High-Leverage Programs • Support the design and execution of one-to-many onboarding, training, and education programs that meet customers where they are and accelerate time-to-value • Create and maintain lifecycle communications, templates, and content that guide customers through key milestones, from onboarding through renewal • Host live product training webinars on key Pulley features and workflows, helping users build confidence and get the most out of Pulley • Work closely with Marketing and Enablement teams to keep customer-facing materials accurate and aligned with product updates • Drive Product Adoption and Engagement • Own activation, adoption, and health metrics for this customer segment and book of accounts • Use customer data and signals to help identify friction points and support the development of scalable interventions that work across the customer base • Surface patterns and feedback from customers to inform product, enablement, and go-to-market decisions • Improve Efficiency Through Systems • Work cross-functionally with Product, Support, SalesOps, and Implementation to support automated workflows and in-app guidance that improve the customer experience • Contribute to segmentation, health scoring, and tooling discussions that help the scaled motion run more efficiently • Collect and relay customer feedback and escalations clearly, ensuring the right teams are informed and can act quickly
Benefits
• Shape the next chapter. Our product has real traction and a strong foundation, but we’re early enough that your leadership will meaningfully influence our product, customer experience, and go-to-market strategy. • Shape the next chapter. • Empower founders. Managing equity shouldn’t get in the way of building a company. You’ll help founders focus on what matters most — turning ideas into reality. • Empower founders. • Work with a high-performing and passionate team - We’re thoughtful about creating a team that is excited about building a great company together. Here are our operating principles: • Work with a high-performing and passionate team - • Principles over playbooks - Understand the why. • Momentum over speed - Find the best path to deliver value. • Good taste over data - Take bold bets and trust your instincts to find the unlikely bet. • Ideas over egos - Let the best idea win, no matter where it comes from. • Gladiator over spectator - Execute; don’t just critique or ideate. You’re the one putting in the work, sweating the details, and driving for results. • Conviction over consensus - Have the courage to back your ideas strongly, even when they defy the status quo. Disagree and commit. • Proactive over passive - Drive your own clarity and pull for context. • Competitive salary and equity • Medical, Dental, and Vision insurance • Unlimited PTO + Winter holiday break • Generous stipends for WFH, learning, wellness, and AI tools • 401(k) match (US) / Pension match (Canada) • The range above reflects the typical salary range for this role. The final offer will depend on factors such as your experience, interview performance, level, and other considerations assessed during the hiring process.
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