Manager of Customer Success, Pulley
$120-155k
OTE
Equity information platform for startups
Be an early applicant
Equity information platform for startups
21-100 employees
Be an early applicant
$120-155k
OTE
21-100 employees
Company mission
To make it easier for anyone to start a company.
Role
Who you are
- 7+ years of experience in Customer Success, Account Management, or a related field, with at least 2 years in a leadership role in a SaaS or fintech environment
- Proven track record of coaching and developing teams to achieve measurable results
- Strong strategic thinking and operational execution skills
- Exceptional written and verbal communication abilities
- Demonstrated ability to manage complex customer relationships and resolve escalations effectively
- Experience with building and optimizing playbooks and processes
What the job involves
- The Manager, Customer Success will lead a team of Customer Success Managers (CSMs) responsible for ensuring customers achieve maximum value from our product, resulting in high renewal rates and customer satisfaction
- This role requires a strategic, hands-on leader who can coach a high-performing team, iterate on playbooks, and foster a customer-centric culture
- Lead, mentor, and coach a team of Customer Success Managers overseeing mid-market and early-stage company accounts
- Provide regular feedback, support professional development, and create a high-performance culture focused on delivering customer outcomes
- Set and monitor team KPIs, ensuring alignment with company objectives
- Drive the team to achieve world-class customer outcomes by focusing on value realization, advocacy, and retention
- Oversee risk mitigation strategies to address customer challenges proactively
- Continuously refine and evolve playbooks and frameworks to support the team in delivering consistent and exceptional service
- Collaborate with cross-functional teams, including Product, Sales, and R&D, to align on customer needs and product roadmap initiatives
- Use customer feedback to inform process improvements and product enhancements
- Partner with the Director of Customer Success to forecast team needs, such as capacity planning and resource allocation
- Support CSMs in building strong relationships with stakeholders at multiple levels within customer organizations
- Advocate for customer needs internally, ensuring the voice of the customer influences key decisions
Our take
Due to startups raising funding in multiple stages, calculating the ownership breakdown as the business evolves can be difficult. Pulley hopes to make that process less opaque with cap-table management and scenario-modelling tools that provide founders with employee and investor equity information.
The platform enables startups to model dilution in future rounds, helps employees understand the value of their equity as the company grows, and makes maintaining equity plans faster and easier.
Based on the costs to manage cap tables and the potential opportunity lost due to companies staying private for longer periods, the market Pulley operates in is worth up to $10 billion. Competition comes from Carta and Morgan Stanley's Shareworks.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
69% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2022
$40m
SERIES B
Oct 2020
$10m
SERIES A
Total funding: $50.2m
Company benefits
- Generous health insurance
- Unlimited vacations
- Commuting & food
Company values
- Ego-less Learner 👉 Everyday at Pulley, we are trying things that we’ve never done before - sometimes they work; sometimes they don’t. To be successful here, you need to embrace that feeling of ‘being a beginner’ and be willing to accept feedback in stride
- Less Talk; More Action 👉 Everyone rolls up our sleeves at Pulley. If your strength is being the ‘idea gal or guy’ but you don’t create your own slides or write your own code, then we are not a great fit
- Prioritize ruthlessly 👉 Our view is that being a 10x engineer is not about writing more code; it’s about making the right decision on what to build. We’re hiring for people who can make the right strategic decisions on where to spend their time
Company HQ
Old Mountain View, Mountain View, CA
Articles
Leadership
Yin Wu
(Founder)Computer Science BS from Stanford. Former software engineer at Microsoft and founder of several computer technology start-ups.
Salary benchmarks
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