Scaled Customer Success Manager

• We’re hiring a Scaled Customer Success Manager to manage a portfolio of customers in Pulley’s scaled segment, helping them get real value from the platform through structured, digitally-led data-informed engagement
• You’ll use health scoring, lifecycle programs, and one-to-many touchpoints to drive adoption, retention, and long-term customer success at scale
• You’ll play an important role in surfacing customer feedback, identifying and managing risk, supporting renewals and expansions, and collaborating closely with Sales, Product, and Support to deliver a best-in-class experience for Pulley’s customers
• 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

### Benefits

• Generous health insurance
• Unlimited vacations
• Commuting & food- This role is a great fit for someone who is process-oriented, comfortable working across a high volume of accounts, and eager to build experience in the scaled CS space
• 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
• Comfortable learning and working within CS tools, lifecycle platforms, and customer analytics
• Familiarity with programs or workflows designed to support high-velocity, early-stage or SMB customers
• 1-3 years in Customer Success, scaled/tech-touch CS, or lifecycle/engagement roles
• Curious about how to turn customer patterns into scalable, repeatable processes
• Analytical mindset, with experience measuring and improving adoption and engagement
• Comfortable working with data to track progress and spot trends
• Able to take a project or program from idea to execution with guidance, and iterate based on feedback
• Excellent written and verbal communication
• Experience in equity management, FinTech, or financial tools
• Hands-on experience with a Customer Success Platform (e.g. Gainsight, Totango, ChurnZero)
• Interest in AI-enabled customer engagement and education
• Experience collaborating with Product or Implementation Teams