Customer Success Manager

🚀 About Pulley

Pulley's mission is to make it easier for anyone to start a company. We believe that more startups should exist, and that founder-led companies are more successful in the long term. With Pulley’s cap table management tools, companies can better understand and optimize their equity for the long term. Starting a company is hard enough. Managing equity shouldn’t be. 

We’re a high-performing team looking for passionate, execution-focused, self-starters to help us build equity management tools for founders. Pulley is growing quickly with over 1600 customers including unicorns like Clubhouse, Birdies, Coda, and Fast - all within our first year of product launch. Our trajectory is fueled by top investors like Stripe, General Catalyst, Caffeinated Capital, 8vc, Elad Gil, among other great angels. All of our growth has been organic, and we’re growing the team to meet the demand.

🌟 Who We're Looking For

Pulley's Customer Success Managers are responsible for the complete post-sales lifecycle of our users from implementation to retention, renewal, and scale. You will become a trusted advisor to our users and learn to deeply understand their business and their equity needs to help them grow. You will be our customer's internal advocate and help them maximize the value they get from Pulley. Few roles have such a direct impact on our customers and the growth of the company.

🛠 Responsibilities

• Lead the post-sale the engagement, retention, and growth of our customers. Own the metrics of retention and renewal with the account management team.

• Manage and train a team of customer success agents.

• Support expansion of your accounts–identify opportunities, drive business outcomes, ensure customers are successful in partnership with the account team.

• Advocate for the customer to internal stakeholders. Share feedback and insights to improve the Pulley experience.

• Serve as an equity and cap table advisor to the customer and educate them on the use of Pulley

• Work closely with the account team to review services satisfaction, share usage insights, surface issues, provide guidance on how to optimize the value from Pulley,

🙌 Qualifications & Fit

• You have experience managing teams in customer-facing roles

• You have a strong work ethic and willingness to do whatever it takes to deliver results

• You thrive in bringing structure to highly ambiguous environments.

• You have experience taking initiatives or products from idea to launch

💚 Benefits

• Generous health insurance

• Unlimited vacations

• Commuting & food

✨ Our Culture

TL&DR - Pulley is not a good fit for everyone, and that’s OK. <u>This is a bit about the culture of Pulley</u>. We need people who aren’t just interested in working at a startup; we need people who are excited about building a great company. In addition to function-specific skills, here are some traits that enable our team members to thrive:

• Ego-less Learner -- Every day at Pulley, we are trying things that we’ve never done before - sometimes they work; sometimes they don’t. To be successful here, you need to embrace that feeling of ‘being a beginner’ and be willing to accept feedback in stride. 

• Less Talk; More Action -- Everyone rolls up our sleeves at Pulley. If your strength is being the ‘idea gal or guy’ but you don’t create your own slides or write your own code, then we are not a great fit.  

• Prioritize ruthlessly - Our view is that being a <u>10x engineer</u> is not about writing more code; it’s about making the right decision on what to build. We’re hiring for people who can make the right strategic decisions on where to spend their time

We’re also inspired by the culture work done at other companies and plan to develop our own playbook here too. One of the concepts that resonate most with us is the importance of <u>stunning colleagues</u>.

If you like the sound of our environment and you’re passionate about joining a team like the one we’ve described, we'd love to talk!