Customer Success Manager

📋 Description • Own the full post-sale journey for hundreds of high-growth startups—from first onboarding call through IPO—ensuring every founder, CFO, and legal counsel extracts maximum value from Pulley’s cap-table, fundraising, and equity-planning platform. • Serve as the primary strategic advisor to customers, translating complex equity scenarios (SAFEs, convertible notes, option pools, 409A valuations, tender offers) into clear, actionable guidance that keeps founders compliant, investors happy, and employees motivated. • Design and deliver tailored onboarding programs that compress time-to-value to <14 days; build repeatable playbooks, Loom walk-throughs, and Notion guides that scale across seed, Series A, and pre-IPO stages. • Monitor product adoption and health scores daily; proactively surface expansion opportunities (e.g., secondary transactions, scenario modeling, international grants) and churn risks, then orchestrate cross-functional “red-team” sprints with Product, Engineering, and Legal to resolve blockers before they escalate. • Run quarterly business reviews (QBRs) with CFOs and GCs, translating usage data into board-ready insights on dilution, burn, and runway that directly influence the next funding round or exit strategy. • Build and iterate Pulley’s voice-of-customer loop: aggregate feedback from Intercom, Gong calls, and NPS surveys, then partner with Product to ship 3–5 roadmap items per quarter that materially improve retention and NPS. • Spearhead community initiatives—founder AMAs, equity office-hours, and Slack roundtables—that position Pulley as the go-to equity thought leader and create a self-service knowledge base that deflects 25 % of support tickets. • Collaborate with Sales to craft ROI case studies and reference stories that accelerate enterprise deals; maintain a referenceable customer pipeline of 30+ logos willing to speak with prospects. • Own key metrics: net revenue retention (target 115 %+), logo churn (<3 % annually), NPS (>60), and onboarding CSAT (>90 %). • Contribute to the CS tech stack: configure Vitally, Segment, and Looker dashboards that give leadership real-time visibility into customer health and expansion pipeline. • Mentor junior CSMs and create a career-ladder rubric that codifies excellence in consultative equity guidance, data-driven storytelling, and founder empathy. • Champion diversity in tech by partnering with under-represented-founder networks and ensuring Pulley’s resources are accessible to founders from all backgrounds.