Customer Success Manager

Summary

Join Pulley, a fast-growing company revolutionizing equity management for startups, as a Customer Success Manager. We're looking for a passionate, results-oriented individual to lead customer relationships, drive product adoption, and ensure customer retention. You will act as a consultant, providing best practices and gathering feedback to inform product development. This role requires strong communication, problem-solving skills, and experience in SaaS customer management. Pulley offers a remote-first work environment, competitive compensation, and a comprehensive benefits package including health insurance, unlimited PTO, and 401(k) matching.

Requirements

• 5+ years of experience working in proactive customer / account management either in SaaS or equivalent fast paced customer facing environment
• Passionate about delivering a positive customer experience
• Proven ability to build stakeholder buy in at multiple levels within an organization
• Exceptional written and verbal communication skills
• Solutions oriented mindset, with experience leading change with accounts
• Empathy and tact when working with customer issues under pressure
• Ability to come up to speed quickly on new complex topics including financial issues, equity, and cap table management systems or other problems of a fairly technical nature
• Driven to solve complex problems

Responsibilities

• Lead customer relationships focused on driving value across Pulley’s product and services
• Serve as a consultant by recommending best practices or suggestions to drive deeper Pulley usage and advocacy
• Own customer retention, risk mitigation and resolution
• Gather customer feedback to help inform Pulley’s R&D efforts to guide future roadmap initiatives
• 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

Benefits

• We are a remote-first team with an office in San Francisco. We do a team offsite to meet in person
• Health insurance
• Unlimited PTO
• 401(k) Match