Manager, Customer Success

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.

🌟 About The Role:
The Manager, Customer Success will lead a team of Customer Success Managers (CSMs) responsible for ensuring customers achieve maximum value from our product, resulting in high renewal rates and customer satisfaction. This role requires a strategic, hands-on leader who can coach a high-performing team, iterate on playbooks, and foster a customer-centric culture.

🛠 Responsibilities:

Team Leadership and Development:

• Lead, mentor, and coach a team of Customer Success Managers overseeing mid-market and early-stage company accounts.
• Provide regular feedback, support professional development, and create a high-performance culture focused on delivering customer outcomes.
• Set and monitor team KPIs, ensuring alignment with company objectives.

Customer Success Strategy:

• Drive the team to achieve world-class customer outcomes by focusing on value realization, advocacy, and retention.
• Oversee risk mitigation strategies to address customer challenges proactively.
• Continuously refine and evolve playbooks and frameworks to support the team in delivering consistent and exceptional service.

Operational Excellence:

• Collaborate with cross-functional teams, including Product, Sales, and R&D, to align on customer needs and product roadmap initiatives.
• Use customer feedback to inform process improvements and product enhancements.
• Partner with the Director of Customer Success to forecast team needs, such as capacity planning and resource allocation.

Customer Advocacy:

• Support CSMs in building strong relationships with stakeholders at multiple levels within customer organizations.
• Advocate for customer needs internally, ensuring the voice of the customer influences key decisions.

🙌 Qualifications:

• 7+ years of experience in Customer Success, Account Management, or a related field, with at least 2 years in a leadership role in a SaaS or fintech environment.
• Proven track record of coaching and developing teams to achieve measurable results.
• Strong strategic thinking and operational execution skills.
• Exceptional written and verbal communication abilities.
• Demonstrated ability to manage complex customer relationships and resolve escalations effectively.
• Experience with building and optimizing playbooks and processes.

💚 Benefits:

We are a remote-first team with an office in San Francisco. 

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. Discover the engaging culture of Pulley. 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 & Aggressively Considerate. Being boldly honest means we push one another to act from first principles, set and hit goals, and ruthlessly prioritize. Being aggressively considerate means we care about each other as humans to win as a team. We speak up and embrace feedback.
• Default Yes. We believe that something is possible unless proven otherwise. Hard problems are often solved by people who didn’t know it was impossible.

We’re also inspired by the culture work done at other companies and plan to develop our own playbook here too. One of the concepts that resonate most with us is the importance of stunning colleagues. If you like the sound of our environment and you’re passionate about joining a team like the one we’ve described, we'd love to talk!

Annual OTE: $120k - $155k USD