Customer Success Manager

Customer Success Manager, Mid-Market

Pulley's mission is to make it easier for anyone to start a company. We believe that more startups should exist and that founder-led companies are more successful in the long term. With Pulley’s cap table management tools, companies can better understand and optimize their equity for the long term. Starting a company is hard enough. Managing equity shouldn’t be. 

We’re a high-performing team looking for passionate, execution-focused, self-starters to help us build equity management tools for founders. Pulley is growing quickly with over 3000 customers including unicorns like Clubhouse, Birdies, and Coda - all within our first year of product launch. Our trajectory is fueled by top investors like Founder's 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.

🌟 Who We're Looking For

We are looking for a Customer Success Manager at Pulley. You're someone who thrives in a fast-paced startup environment and genuinely cares about founder and executive success. You're someone who combines analytical thinking with exceptional relationship-building skills, can navigate complex stakeholder dynamics with ease, and naturally approaches challenges with curiosity and a problem-solving mindset. The ideal candidate is naturally proactive, excels at translating technical concepts into business value, and shares our passion for empowering founders to build great companies. 

🛠 Responsibilities

• Build and maintain strategic relationships with executives and key stakeholders across your mid-market customer portfolio, serving as their trusted advisor throughout their growth journey
• Serve as a trusted partner by analyzing customer data, identifying trends, and implementing proven frameworks to drive deeper Pulley adoption and measurable business outcomes
• Proactively identify and mitigate customer risks using data-driven insights while owning retention strategies and resolution of complex customer challenges
• Gather customer feedback to help inform Pulley’s R&D efforts to guide future roadmap initiatives
• Conduct comprehensive product training sessions and follow-up engagements to ensure customer success, knowledge retention, and achievement of defined objectives
• Partner with cross functional Pulley teams to deliver current, or envision future services or solutions to meet the ever changing needs of founders
• Lead team initiatives or projects to continually uplevel the team or department

🙌 Qualifications

• 5+ years of customer success or account management experience in start up / SaaS environments 
• Proven ability to build stakeholder buy in at multiple levels within an organization and manage complex stakeholder relationships
• Exceptional written and verbal communication skills with demonstrated ability to present to executives, resolve conflicts, and facilitate effective cross-functional collaboration
• Experience delivering customer training, conducting group sessions, and maintaining follow-through on customer commitments and deadlines
• Solutions-oriented mindset with proven track record of driving change with accounts 
• Ability to apply empathy and tact when working with customer issues under pressure 
• Passionate about delivering a positive customer experience
• Deep curiosity and aptitude for quickly mastering complex topics including financial systems, equity structures, and technical product features

💚 Benefits

We are a remote-first team with an office in San Francisco. We do a team offsite to meet in person.

US-Based Benefits:

• Health insurance
• Unlimited PTO
• 401(k) Match

✨ Our Culture

TL&DR - Pulley is a unique fit, tailored for those who align with our values and culture. We are looking for people who are excited about building a great company, not just working in a high-growth startup. In addition to function-specific skills, here are some traits that enable our team members to thrive:

• First Principles Thinking. We believe in breaking down problems into their most basic parts. We don’t reject ideas because they haven’t worked before. We understand “why did certain things work?” and apply it to our situation.
• Ship It & Iterate. Shipping is the starting line for learning. Ship something, talk to users, get feedback, and iterate. We focus on the inputs, on what we can control, not the outcomes. We take our best bets, and don’t fixate on the finish line.
• Boldly Honest & Aggre