Senior Manager of Customer Education & Support, Pulley
$125-180k
+ Equity
Equity information platform for startups
Be an early applicant
Equity information platform for startups
21-100 employees
Be an early applicant
$125-180k
+ Equity
21-100 employees
Company mission
To make it easier for anyone to start a company.
Role
Who you are
- 7+ years’ experience (including 4+ in a leadership role) in customer education, success or enablement, with a track record of designing and scaling programmes that drive adoption and self‑sufficiency in SaaS environments
- Proven experience building and leading operational teams (Support/CX) with strong capabilities in performance management and process optimisation
- Ability to produce high‑quality, scalable content while fostering cross‑functional collaboration
- Adept at simplifying complex technical concepts for varied audiences
- Hands‑on experience with knowledge bases (e.g. Intercom, Zendesk) and LMS platforms (e.g. Skilljar, Northpass)
- Thinks in an AI‑native way and can leverage technology to improve customer education
- Bonus: Experience managing large education libraries or customer academies; background in equity, startups or technical domains
What the job involves
- We're hiring a Senior Manager, Customer Education & Support to fuel how Pulley supports founders and business owners along the customer journey
- This is a unique opportunity to build a world-class learning ecosystem from the ground up in a strategic and hands-on role focused on empowering customers to self-serve, accelerating their time-to-value, and scaling our Customer Success and Support teams by reducing service cost
- In addition, you’ll oversee the existing Customer Support team to drive greater efficiencies for Pulley customers as the operate the platform and our services effectively
- Set the vision and roadmap for Pulley's customer education ecosystem. Define scalable onboarding and enablement programs that accelerate adoption, increase retention and lower support costs
- Transform the Customer Support team into a strategic lever for customer success. Define structure, metrics and continuous improvement processes that deliver efficient, high‑quality support aligned with growth plans
- Establish a self‑service knowledge strategy that serves all customer segments. Ensure the help center, tutorials and other assets are aligned with user journeys and deliver measurable time‑to‑value and deflection gains by being a hands-on leader
- Architect content frameworks and standards. Guide the team in producing purposeful, scalable resources that support product adoption and reflect the overall education strategy rather than personally creating every asset
- Influence cross‑functional roadmap planning. Champion education initiatives with all cross functional leadership so content strategy aligns with product launches, user segments and GTM priorities
- Define KPIs and a measurement framework. Tie education initiatives to adoption, retention and cost‑to‑serve outcomes, and use analytics to adjust strategy and resource allocation
- Set the strategy for Pulley’s education technology stack. Evaluate, select and optimise platforms (LMS, knowledge base, help centre) to scale education, improve user experience and deliver actionable insights
- Design and launch scalable onboarding programmes. Deliver pilot programmes across multiple channels, iterate based on insights and evolve into a repeatable, data‑informed onboarding
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
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 HQ
Old Mountain View, Mountain View, CA
Leadership
Yin Wu
(Founder)Computer Science BS from Stanford. Former software engineer at Microsoft and founder of several computer technology start-ups.
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