Scaled Customer Success Manager at Pulley in Remote

Summary: Pulley is a company focused on simplifying equity management for founders. They are looking for a Scaled Customer Success Manager to manage a portfolio of early-stage customers, driving adoption, retention, and long-term success through structured engagement and collaboration with various teams. Responsibilities: - Shape Pulley’s Scaled Success Motion - Manage a large portfolio of 1,200+ early-stage customers, supporting retention, engagement, and long-term customer success at scale - Support the renewals process for your book of business, identifying at-risk accounts early and working cross-functionally to drive timely, successful renewals at scale - Contribute to the frameworks, playbooks, and engagement mechanisms that create a consistent, predictable customer experience across a high-volume book of business - Design and Run High-Leverage Programs - Support the design and execution of one-to-many onboarding, training, and education programs that meet customers where they are and accelerate time-to-value - Create and maintain lifecycle communications, templates, and content that guide customers through key milestones, from onboarding through renewal - Host live product training webinars on key Pulley features and workflows, helping users build confidence and get the most out of Pulley - Work closely with Marketing and Enablement teams to keep customer-facing materials accurate and aligned with product updates - Drive Product Adoption and Engagement - Own activation, adoption, and health metrics for this customer segment and book of accounts - Use customer data and signals to help identify friction points and support the development of scalable interventions that work across the customer base - Surface patterns and feedback from customers to inform product, enablement, and go-to-market decisions - Improve Efficiency Through Systems - Work cross-functionally with Product, Support, SalesOps, and Implementation to support automated workflows and in-app guidance that improve the customer experience - Contribute to segmentation, health scoring, and tooling discussions that help the scaled motion run more efficiently - Collect and relay customer feedback and escalations clearly, ensuring the right teams are informed and can act quickly Required Qualifications: - 1-3 years in Customer Success, scaled/tech-touch CS, or lifecycle/engagement roles - Exposure to building or contributing to a scaled, 0→1 success motion - Experience managing a book of business and staying organized across a high volume of accounts - Familiarity with programs or workflows designed to support high-velocity, early-stage or SMB customers - Comfortable learning and working within CS tools, lifecycle platforms, and customer analytics - Excellent written and verbal communication - Able to take a project or program from idea to execution with guidance, and iterate based on feedback - Comfortable working with data to track progress and spot trends - Analytical mindset, with experience measuring and improving adoption and engagement - Curious about how to turn customer patterns into scalable, repeatable processes Preferred Qualifications: - Experience in equity management, FinTech, or financial tools - Hands-on experience with a Customer Success Platform (e.g. Gainsight, Totango, ChurnZero) - Experience collaborating with Product or Implementation Teams - Interest in AI-enabled customer engagement and education Required Skills: Customer Success, Scaled Customer Success, Lifecycle management, Customer engagement, Customer analytics, Customer Success Platform, Data analysis, Program management, Equity management, FinTech, Financial tools, Analytical mindset, Curiosity 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)