[Remote] Scaled Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. 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

Skills

• 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
• 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

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)

Company Overview