Senior Manager, Customer Education & Support

Senior Manager, Customer Education & Support

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 the next generation of equity and business management tools for founders in an AI-native world. Pulley is growing quickly with over 4,500 customers including startups like Linear, Runway, Fathom, and Roam.

Our trajectory is fueled by top investors like Founders' Fund, 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.

What You'll Do

• Set the vision and roadmap for Pulley's customer education ecosystem. Define scalable onboarding and enablement programs that accelerate adoption, increase retention and lower support costs.
• Transform the Customer Support team into a strategic lever for customer success. Define structure, metrics and continuous improvement processes that deliver efficient, high?quality support aligned with growth plans.
• Establish a self?service knowledge strategy that serves all customer segments. Ensure the help center, tutorials and other assets are aligned with user journeys and deliver measurable time?to?value and deflection gains by being a hands-on leader.
• Architect content frameworks and standards. Guide the team in producing purposeful, scalable resources that support product adoption and reflect the overall education strategy rather than personally creating every asset.
• Influence cross?functional roadmap planning. Champion education initiatives with all cross functional leadership so content strategy aligns with product launches, user segments and GTM priorities.
• Define KPIs and a measurement framework. Tie education initiatives to adoption, retention and cost?to?serve outcomes, and use analytics to adjust strategy and resource allocation.
• Set the strategy for Pulley's education technology stack. Evaluate, select and optimise platforms (LMS, knowledge base, help centre) to scale education, improve user experience and deliver actionable insights.
• Design and launch scalable onboarding programmes. Deliver pilot programmes across multiple channels, iterate based on insights and evolve into a repeatable, data?informed onboarding

What you bring

Why work at Pulley?

Benefits

Compensation