Customer Success Manager, SMB/Mid-Market

Pulley

3d•$118,000 - $137,000

About The Position

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.

Requirements

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

Nice To Haves

Experience in FinTech, equity, or financial software is a plus

Responsibilities

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