Customer Success Manager, SMB/Mid-Market

📋 Description

• 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 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

🎁 Benefits

• Shape the next chapter – Our product has traction and a strong foundation, but we’re still early enough in our journey where your work will directly shape the company’s trajectory as we scale.
• Empower founders – Managing equity shouldn’t get in the way of building a company. You’ll help founders focus on turning ideas into reality.
• Work with a high-performing, passionate team – We’re thoughtful about creating a team that is excited about building a great company together.
• Unlimited PTO and winter holiday break
• Generous stipends for WFH, learning, wellness, and AI tools
• 401(k) match (US) / Pension match (Canada)