Note: The job is a remote job and is open to candidates in USA. Pulley is a company focused on simplifying equity management for founders. They are looking for a Scaled Customer Success Manager to manage a portfolio of early-stage customers, driving adoption, retention, and long-term success through structured engagement and collaboration with various teams.
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
Skills
- 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
- 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
- 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
Benefits
- Competitive salary and equity
- Medical, Dental, and Vision insurance
- Unlimited PTO + Winter holiday break
- Parental leave
- Generous stipends for WFH, learning, wellness, and AI tools
- 401(k) match (US) / Pension match (Canada)
Company Overview
Pulley is a developer of cap table management, communications hub, and fundraising modeling platforms to manage equity for startups. It was founded in 2019, and is headquartered in Oakland, California, USA, with a workforce of 51-200 employees. Its website is https://pulley.com/.