Customer Success Manager

🚂 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. ### 🌟 Who We're Looking For Pulley is hiring an experienced, proactive Customer Success Manager to lead relationships with high-growth startups and scaling companies. You’ll act as a strategic consultant—ensuring founders and finance leaders derive maximum value from Pulley’s product and services suite. This role is ideal for someone who loves working with founders and executives, excels at identifying opportunities for product adoption, comfortable mapping future goals with executive personas, and takes ownership of outcomes of a customer’s success. ### 🛠 What You’ll Do * Lead customer relationships focused on driving value across Pulley’s product and services * Serve as a consultant by recommending best practices and strategies for deeper Pulley usage * Own customer retention, renewal performance, and risk mitigation * Partner cross-functionally with Product, Support, and Implementation to improve the customer journey * Gather and translate customer feedback to inform Pulley’s roadmap * Lead team initiatives or projects to improve CX operations and processes ### 🙌 What you bring * 5+ years of experience in customer success or account management in SaaS * Experience owning renewals and driving adoption within a high-growth product * Exceptional written and verbal communication skills * Proven ability to build and manage relationships across multiple levels, from technical leads to the C-suite * Strong business acumen and ability to align product use to customer outcomes * Empathy, accountability, and composure under pressure * Experience in FinTech, equity, or financial software is a plus ### ✨ 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 should 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 some traits that enable our team members to thrive: * First Principles Thinking \- We believe in breaking down problems into their most basic parts, and that something is possible unless proven otherwise. We understand “why did certain things work?” and apply it to our situation. * Ship It & Iterate \- We value people who not only generate ideas but also do the work to bring them to life. Instead of fixating on outcomes, we focus on the inputs we can control and take our best bets. We move quickly to ship something, talk to users, get feedback, and iterate. * Boldly Honest & Aggressively Considerate - Being boldly honest means challenging each other to set and hit goals, and make the right strategic decisions on what to build. Being aggressively considerate means caring about one another as humans and speaking up with empathy so we can succeed together as a team. * Ego-less Learner \- Everyday at Pulley, we’re trying things that we’ve never done before - sometimes they work; sometimes they don’t. It’s important to embrace the mindset of a beginner - stay curious, open to feedback, and ready to learn and grow alongside the team. ### 💚 Benefits * Competitive salary and meaningful equity * Medical, Dental, and Vision insurance * Unlimited PTO + winter holiday break * Generous stipends for WFH, learning, wellness, and AI tools * Parental leave * 401(k) match (US) / Pension match (Canada) 💰 Compensation * Annual Salary Range: $110,000 to $130,000 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.