Customer Success Manager

Summary

Join Pulley, a fast-growing company with over 3000 customers, as a Customer Success Manager. You will build and maintain strategic relationships with mid-market customers, serving as their trusted advisor. Analyze customer data, identify trends, and implement strategies to drive deeper Pulley adoption. Proactively mitigate customer risks and gather feedback to inform R&D efforts. Conduct product training and partner with cross-functional teams to meet customer needs. Lead team initiatives and contribute to a positive customer experience. Pulley offers a remote-first work environment with competitive benefits.

Requirements

• 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

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

Benefits

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