Customer Success Manager, SMB/Mid-Market

About the role

Pulley is hiring an experienced, proactive Customer Success Manager to lead relationships with high-growth startups and scaling companies. You'll own a book of strategic accounts and act as a strategic advisor - 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, is comfortable mapping future goals with executive personas, and takes ownership of each customer’s success.

What you’ll do

• Lead customer relationships and translate customer goals into adoption paths, focused on driving value across Pulley’s product and services
• Serve as a strategic advisor by recommending best practices and strategies for deeper Pulley usage
• Lead business reviews to reinforce the value Pulley delivers and proactively address customer retention, renewal performance, and risk mitigation
• Partner cross-functionally with Product, Support, and Implementation to improve the customer journey and help inform Pulley's roadmap
• Map expansion opportunities with the customer to influence revenue opportunities
• Lead team initiatives or projects to improve CX operations and processes

What you bring

• 5+ years of experience in customer success at SaaS companies working across SMB and Mid Market customers
• Experience owning a strategic book of business, including owning renewals and driving adoption within a high-growth, highly technical product
• 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
• Exceptional written and verbal communication skills
• Experience in FinTech, equity, or financial software is a plus

✨ Why Work at Pulley?

• Shape the next chapter - Our product has real traction and a strong foundation, but we’re still early enough in our journey where your work will directly shape the company’s trajectory as we scale.
• Empower founders - Managing equity shouldn’t get in the way of building a company. You’ll help founders focus on what matters most - turning ideas into reality.
• Work with a high-performing and passionate team - We’re thoughtful about creating a team that is excited about building a great company together. Here are our operating principles:
  • Principles over playbooks Understand the why.
  • Momentum over speed Find the best path to deliver value.
  • Good taste over data Take bold bets and trust your instincts to find the unlikely bet.
  • Ideas over egos Let the best idea win, no matter where it comes from.
  • Gladiator over spectator Execute; don’t just critique or ideate. You’re the one putting in the work, sweating the details, and driving for results.
  • Conviction over consensus - Have the courage to back your ideas strongly, even when they defy the status quo. Disagree and commit.
  • Proactive over passive Drive your own clarity and pull for context.

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)

Annual Salary Range: $118,000 - $137,000