Senior Manager, Customer Education & Support

🚂 About Pulley

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 4,500 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 hiring a Senior Manager, Customer Education & Support to fuel how Pulley supports founders and business owners along the customer journey. This is a unique opportunity to build a world-class learning ecosystem from the ground up in a strategic and hands-on role focused on empowering customers to self-serve, accelerating their time-to-value, and scaling our Customer Success and Support teams by reducing service cost. In addition, you’ll oversee the existing Customer Support team to drive greater efficiencies for Pulley customers as the operate the platform and our services effectively.

🛠 What you’ll do

• Set the vision and roadmap for Pulley's customer education ecosystem. Define scalable onboarding and enablement programs that accelerate adoption, increase retention and lower support costs.
• Transform the Customer Support team into a strategic lever for customer success. Define structure, metrics and continuous improvement processes that deliver efficient, high‑quality support aligned with growth plans.
• Establish a self‑service knowledge strategy that serves all customer segments. Ensure the help center, tutorials and other assets are aligned with user journeys and deliver measurable time‑to‑value and deflection gains by being a hands-on leader.
• Architect content frameworks and standards. Guide the team in producing purposeful, scalable resources that support product adoption and reflect the overall education strategy rather than personally creating every asset.
• Influence cross‑functional roadmap planning. Champion education initiatives with all cross functional leadership so content strategy aligns with product launches, user segments and GTM priorities.
• Define KPIs and a measurement framework. Tie education initiatives to adoption, retention and cost‑to‑serve outcomes, and use analytics to adjust strategy and resource allocation.
• Set the strategy for Pulley’s education technology stack. Evaluate, select and optimise platforms (LMS, knowledge base, help centre) to scale education, improve user experience and deliver actionable insights.
• Design and launch scalable onboarding programmes. Deliver pilot programmes across multiple channels, iterate based on insights and evolve into a repeatable, data‑informed onboarding

🙌 What you bring

• 7+ years’ experience (including 4+ in a leadership role) in customer education, success or enablement, with a track record of designing and scaling programmes that drive adoption and self‑sufficiency in SaaS environments.
• Proven experience building and leading operational teams (Support/CX) with strong capabilities in performance management and process optimisation.
• Ability to produce high‑quality, scalable content while fostering cross‑functional collaboration.
• Adept at simplifying complex technical concepts for varied audiences.
• Hands‑on experience with knowledge bases (e.g. Intercom, Zendesk) and LMS platforms (e.g. Skilljar, Northpass).
• Thinks in an AI‑native way and can leverage technology to improve customer education.
• Bonus: Experience managing large education libraries or customer academies; background in equity, startups or technical domains.

✨ Why work at Pulley?

• We’ve moved beyond early-stage uncertainty - Our product has traction and we’re building on a solid foundation, but we’re still early enough in our journey where your work will directly shape the company’s trajectory as we scale.
• Make it easier for anyone to start a company - Founders turn bold ideas into reality - building things that might not exist otherwise. Starting a company is hard enough. Managing equity shouldn’t be. Pulley exists to make equity management simpler, smarter, and more accessible for founders from day one.
• Work with a high-performing and passionate team - We value the concept of stunning colleagues and we’re thoughtful about creating a team that is excited about building a great company together. Here are our operating principles:
• Principles over playbooks - Understand why strategies succeed or fail by asking questions. When you know the ‘why’, you can adapt, innovate, and find new paths to success.
• Momentum over speed - Find the best path to deliver value. Build momentum to balance the short term wins vs longer term success.
• Good taste over data - Take bold bets and trust your instincts to find the unlikely bet.
• Ideas over egos - Let the best idea win, no matter where it comes from. Cultivate an environment where everyone feels empowered to speak up.
• Gladiator over spectator - Execute; don’t just critique or ideate. You’re the one putting in the work, sweating the details, and driving for results.
• Conviction over consensus - Have the courage to back your ideas strongly, even when they defy the status quo. Disagree and commit.
• Proactive over passive - Drive your own clarity and pull for context. Ask questions, dig deeper, and grasp the full picture.

💚 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)

💰 Compensation

• Annual Salary Range: $125,000 to $180,000 USD

The range above reflects the typical salary range for this role. The final offer will depend on factors such as your experience, interview performance, level, and other considerations assessed during the hiring process.