Customer Success Manager, Pulsate

• 3+ years of experience in Customer Success, Account Management, Customer Engagement or a similar customer-facing role within B2B SaaS
• A strong track record of increasing customer engagement, adoption and measurable value
• Experience managing a portfolio of customers and confidently prioritizing where to focus
• The ability to turn broad customer goals into clear use cases, action plans and deliverables
• Strong operational discipline—you are organized, proactive and known for excellent follow-through
• Experience using a CRM, ideally HubSpot, with high standards for customer records, task management and pipeline hygiene
• Excellent communication skills and confidence leading customer calls, training sessions and strategic conversations
• A technically minded approach and comfort discussing SFTP, APIs, reporting and customer data workflows
• Strong problem-solving skills and the ability to navigate blockers without losing momentum
• An ownership mindset—you thrive in a fast-moving environment and actively help define and improve how the team operates

Desirable

• We’re hiring a Customer Success Manager – Engagement & Adoption to drive product adoption, customer engagement and measurable value across a portfolio of partner and reseller accounts
• This is a hands-on Customer Success role for someone who knows how to create momentum.
• You will help customers move from having access to Pulsate to confidently and consistently using the platform to deliver meaningful campaigns
• You will work with customers to identify high-value use cases, establish clear success plans and guide them through audience definition, data readiness, campaign launch and performance review.
• You will also identify customers with low engagement or adoption and build structured plans to move them forward
• The portfolio is high volume and tiered, requiring a combination of strategic one-to-one engagement and scalable customer success programs.
• You will need to be highly organized, proactive and comfortable managing multiple priorities while maintaining clear ownership and follow-through
• You’ll become a deep Pulsate product expert and be confident leading practical conversations about SFTP delivery, APIs, data workflows, audience attributes and reporting.
• You do not need to code, but you should be able to understand customer requirements, diagnose common blockers and coordinate effectively with Support, Product and Engineering when specialist help is required
• Own a high-volume, tiered portfolio of partner and reseller accounts
• Build and execute clear customer success plans based on each financial institution’s goals, priorities and level of maturity
• Turn customer goals into actionable use cases and guide customers from initial idea through data readiness, campaign launch and performance review
• Help customers launch relevant, targeted campaigns that deliver measurable business and customer outcomes
• Increase adoption of Pulsate’s core capabilities, including mobile messaging, audience targeting, reporting and automated campaigns
• Improve time-to-value by creating clear plans, removing blockers and maintaining momentum
• Identify customers with low engagement or usage and proactively implement structured recovery plans
• Use customer data, platform usage and engagement signals to recommend next-best actions
• Help customers establish a consistent campaign cadence and build long-term confidence using Pulsate
• Become a trusted advisor to stakeholders within credit unions and community banks
• Understand each customer’s strategic priorities and connect Pulsate’s capabilities to meaningful use cases
• Lead structured check-ins, enablement sessions, campaign-planning workshops and strategic reviews
• Set clear expectations, agree on actions and ensure commitments are followed through
• Communicate confidently with stakeholders across marketing, digital banking, data, IT and leadership teams
• Help customers understand campaign results and identify opportunities to improve future performance
• Become a deep product expert and guide customers toward best practices and measurable outcomes
• Lead practical conversations about SFTP file delivery, APIs, data workflows, audience attributes and reporting
• Help customers define the data required to support their priority campaigns and use cases
• Review common data and campaign setup issues, clarify requirements and help customers navigate the next steps
• Identify technical blockers early and coordinate with Support, Product or Engineering when deeper expertise is required
• Translate technical information into clear, practical guidance for non-technical customer stakeholders
• Keep customers progressing while internal teams investigate or resolve more complex issues
• Balance direct customer engagement with repeatable, scalable adoption programs
• Create and improve playbooks, campaign ideas, enablement resources and outreach programs that move groups of customers forward
• Segment and prioritize the portfolio based on customer value, health, adoption and opportunity
• Identify common customer challenges and develop repeatable approaches to address them
• Contribute to webinars, workshops, office hours and other scaled customer programs
• Share successful use cases and best practices across the customer base
• Maintain excellent HubSpot hygiene, including customer goals, health signals, call notes, tasks, follow-ups and agreed next steps
• Maintain clear visibility across the portfolio so that every priority customer has an appropriate action plan
• Follow up consistently and ensure meetings result in clear actions and forward progress
• Identify risks early, document them clearly and establish an appropriate recovery plan
• Manage competing priorities while maintaining a high standard of customer communication and internal coordination
• Use customer and platform data to guide prioritization and decision-making
• Work closely with our reseller and partner teams to align on customer priorities, responsibilities and success initiatives
• Coordinate customer engagement so financial institutions experience a clear and cohesive support model
• Partner with Customer Operations, Support, Product and Engineering to remove blockers and improve the customer experience
• Share product feedback, adoption patterns and recurring customer challenges with internal teams
• Identify customer success stories, measurable outcomes and potential advocates
• Partner with commercial teams on customer health, retention and appropriate growth opportunities
• What Success Looks Like;
• Customers move from initial engagement to launching campaigns more quickly
• More customers are actively and consistently using Pulsate
• Customers adopt priority capabilities, including automated and data-driven campaigns
• Campaign activity and usage deepen across the assigned portfolio
• Customers have clearly defined use cases, success plans and measurable goals
• Low-engagement and at-risk customers are identified early and have clear recovery plans
• Customer meetings result in agreed actions, accountability and forward progress
• HubSpot provides an accurate view of customer health, activity, goals and next steps
• The partner relationship is aligned and customers experience a cohesive approach
• Customer outcomes are captured as success stories, best practices and repeatable use cases