Customer Success Manager, SMB/Mid-Market

Pulley is a company dedicated to simplifying the startup process through innovative cap table management tools. They are seeking an experienced Customer Success Manager to lead relationships with high-growth startups, ensuring customers derive maximum value from Pulley’s offerings while driving product adoption and customer success.

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

Requirements:

• 5+ years of experience in customer success at SaaS companies working across SMB and Mid Market customers
• Experience owning a large, 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
• Experience in FinTech, equity, or financial software is a plus