Director of Customer Success

🚂 About Pulley

Pulley’s mission is to make it easier for anyone to start a company. We believe more founders should exist — and they should spend their time building, not managing the complexity of equity. Pulley helps founders understand, operate, and optimize their ownership from day one.

We’re a high-performing team looking for passionate, execution-focused, self-starters to help us build the next generation of equity and business management tools for founders in an AI-native world. Pulley is growing quickly with over 4,000 customers including startups like Linear, Runway, Fathom, and Roam.

Our trajectory is fueled by top investors like Founders’ Fund, Stripe, General Catalyst, Caffeinated Capital, 8vc, Elad Gil, among other great angels. All of our growth has been organic, and we’re growing the team to meet the demand.

🌟 About the Role

We’re looking for a Director of Customer Success to lead, mature, and scale our CS function across both SMB and mid-market segments. You will oversee a multi-segment CS organization, directly managing two CS managers who lead our Early Stage (SMB) and Growth Stage (Mid-Market) customer success teams.

You’ll bring the operational rigor of a seasoned CS leader with the builder mindset of someone who can design systems, define segmentation, stand up scaled programs, and elevate the customer experience end-to-end. This role does not own onboarding/implementation/support (our Services team owns that), but it does own long-term customer value, adoption, retention,
and advocacy.   This is a high-impact leadership position: you will shape how founders experience Pulley and influence our product, GTM motions, and emerging strategic resource management direction.

🛠 What You’ll Do

• Lead and elevate a multi-segment CS organization, managing two CS managers overseeing our Early Stage (SMB) and Growth Stage (Mid-Market) teams.
• Own segment-specific strategy across both motions, ensuring each team is equipped with the playbooks, resources, and engagement models needed to drive outcomes for their customer set.
• Build scalable CS programs — segmentation, lifecycle design, health scoring, playbooks — that support a growing and diversified customer base.
• Own the metrics that matter: retention, customer sentiment, and time-to-value.
• Develop Pulley’s scaled success practice, including customer education, proactive lifecycle touchpoints, and AI-assisted engagement.
• Partner cross-functionally with Sales, Product, Support, and Services to ensure seamless handoffs and coordinated customer touchpoints with clarity across ownership lines.
• Serve as the voice of the customer, distilling patterns into actionable insights for Product and GTM leadership.
• Design and implement activation and adoption programs that drive measurable business outcomes without relying solely on high-touch models.
• Act as an executive sponsor for strategic accounts, building trust with founders and their teams.
• Champion AI-native CS workflows, identifying opportunities to use automation, summarization, and insights to enhance both customer engagement and team efficiency.

🙌 What You Bring

• 8+ years in Customer Success or similar customer-facing roles, with 3+ years leading CS teams in high-growth B2B SaaS environments.
• Experience leading both SMB and mid-market motions, with strong intuition for how to tailor engagement models to each.
• Proven ability to lead managers and develop high-performing teams with clear expectations, career pathways, and accountability.
• A track record of building or maturing CS functions: segmentation, lifecycle design, scaled education programs, and health instrumentation.
• Demonstrated success improving retention, time-to-value, expansion readiness, and customer sentiment through operational rigor.
• Strong cross-functional influence — especially with Sales, Product, and Services — and the ability to bring clarity to complex ownership lines.
• Founder empathy and firsthand experience working with early-stage and mid-market executive teams.
• Familiarity with customer education, scaled enablement programs, or community-driven CS models is a plus.
• Comfort advocating for and adopting AI-enhanced workflows to scale CS impact.

✨ Why Work at Pulley?

• 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.
• Empower founders. Managing equity shouldn’t get in the way of building a company. You’ll help founder