Scaled Customer Success Manager

Pulley

21h•$81,000 - $90,000

About The Position

We're hiring a Scaled Customer Success Manager to manage a portfolio of customers in Pulley's scaled segment, helping them get real value from the platform through structured, digitally-led data-informed engagement. You'll use health scoring, lifecycle programs, and one-to-many touchpoints to drive adoption, retention, and long-term customer success at scale. This role is a great fit for someone who is process-oriented, comfortable working across a high volume of accounts, and eager to build experience in the scaled CS space. You'll play an important role in surfacing customer feedback, identifying and managing risk, supporting renewals and expansions, and collaborating closely with Sales, Product, and Support to deliver a best-in-class experience for Pulley's customers.

Requirements

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

Nice To Haves

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

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