Scaled Customer Success Manager

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 the next generation of equity and business management tools for founders in an AI-native world. Pulley is growing quickly with over 8,000 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.

We're hiring a Scaled Customer Success Manager to manage a portfolio of customers in Pulley's scaled segment, helping them get real value from the platform through structured, digitally-led data-informed engagement. You'll use health scoring, lifecycle programs, and one-to-many touchpoints to drive adoption, retention, and long-term customer success at scale.

This role is a great fit for someone who is process-oriented, comfortable working across a high volume of accounts, and eager to build experience in the scaled CS space. You'll play an important role in surfacing customer feedback, identifying and managing risk, supporting renewals and expansions, and collaborating closely with Sales, Product, and Support to deliver a best-in-class experience for Pulley's customers.

• 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

• 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

• 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

• 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

• 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