Scaled Customer Success Manager

🚂 About Pulley Pulley’s mission is to make it easier for anyone to start a company. We believe more founders should exist — and they should spend their time building, not managing the complexity of equity. Pulley helps founders understand, operate, and optimize their ownership from day one. We’re a high-performing, product-driven team building the next generation of equity and business management tools in an AI-native world. Over 4,000 companies rely on us today, including Linear, Runway, Fathom, and Roam. Our growth has been entirely organic, and we’re scaling the team to meet accelerating demand. 🌟 About the Role We’re hiring a Senior IC to help design and run Pulley’s scaled customer success programs for early-stage and SMB companies. As the first IC dedicated to this area, you’ll work closely with the team lead to create the foundational playbooks, lifecycle flows, and one-to-many experiences that guide customers to value. You have experience taking a customer success motion from initial concept to a repeatable system, and you’re comfortable blending strategy with hands-on execution. Your work will expand Pulley’s reach and enable founders to onboard, adopt, and grow with confidence. 🛠 What You’ll Do Shape Pulley’s Scaled Success Motion Partner with the team lead to define Pulley’s approach to supporting early-stage and SMB customers at scale Create the frameworks, playbooks, and mechanisms that make the experience consistent and predictable Design and Run High-Leverage Programs Build one-to-many onboarding, training, and education paths Develop lifecycle communications, templates, and content that guide users through key moments Launch recurring programs such as product walkthroughs, office hours, and adoption workshops Drive Product Adoption and Engagement Own activation, adoption, and health metrics for this customer segment Use data to identify friction points and design interventions that work across thousands of accounts Surface insights and opportunities that shape customer-facing product and content decisions Improve Efficiency Through Systems Collaborate with Product, Support, RevOps, and Implementation to build automated workflows and in-app guidance Contribute to segmentation, health scoring, and tooling decisions that make the motion more efficient Lead Initiatives as a Senior IC Drive cross-functional projects that improve the customer journey Establish standards and operating models that future ICs can follow 🙌 What You Bring Experience 3–7+ years in Customer Success, scaled/tech-touch CS, or lifecycle/engagement roles Hands-on experience contributing to or leading a 0→1 success motion Strong familiarity with programs that support high-velocity, early-stage or SMB customers Comfortable with CS tools, lifecycle platforms, and customer analytics Skills Excellent written and verbal communication Strong program design instincts with the ability to iterate quickly Analytical mindset, with experience measuring and improving adoption and engagement Ability to turn customer patterns into scalable systems and content Bonus Experience in equity, FinTech, or financial tools Experience working closely with Product teams Interest in AI-enabled customer engagement and education   ✨ Why work at Pulley? Shape the next chapter. Our product has real traction and a strong foundation, but we’re early enough that your leadership will meaningfully influence our product, customer experience, and go-to-market strategy. Empower founders. Managing equity shouldn’t get in the way of building a company. You’ll help founders focus on what matters most — turning ideas into reality. Work with a high-performing and passionate team - We’re thoughtful about creating a team that is excited about building a great company together. Here are our operating principles: Principles over playbooks - Understand the why. Momentum over speed - Find the best path to deliver value. Good taste over data - Take bold bets and trust your in...