Customer Success Manager

Summary

Join Pulley, a fast-growing company with over 3000 customers, as their Manager, Customer Success! Lead and mentor a team of Customer Success Managers, focusing on maximizing customer value and achieving high renewal rates. This strategic, hands-on role requires experience in coaching, developing high-performing teams, and refining customer success strategies. You will collaborate with cross-functional teams, advocate for customer needs, and contribute to a customer-centric culture. Pulley offers a remote-first work environment with competitive benefits, including health insurance, unlimited PTO, and 401(k) matching.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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

Benefits

• We are a remote-first team with an office in San Francisco
• Health insurance
• Unlimited PTO
• 401(k) Match