[Remote] Scaled Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Pulley is a company focused on simplifying equity management for founders. They are looking for a Scaled Customer Success Manager to manage a portfolio of early-stage customers, driving adoption, retention, and long-term success through structured engagement and collaboration with various teams. 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 Skills 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 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 Benefits Competitive salary and equity Medical, Dental, and Vision insurance Unlimited PTO + Winter holiday break Parental leave Generous stipends for WFH, learning, wellness, and AI tools 401(k) match (US) / Pension match (Canada) Company Overview Pulley is a developer of cap table management, communications hub, and fundraising modeling platforms to manage equity for startups. It was founded in 2019, and is headquartered in Oakland, California, USA, with a workforce of 51-200 employees. Its website is