Senior Manager, Customer Education & Support - Remote Eligible

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

• 7+ years' experience (including 4+ in a leadership role) in customer education, success or enablement, with a track record of designing and scaling programmes that drive adoption and self‑sufficiency in SaaS environments.
• Proven experience building and leading operational teams (Support/CX) with strong capabilities in performance management and process optimisation.
• Ability to produce high‑quality, scalable content while fostering cross‑functional collaboration.
• Adept at simplifying complex technical concepts for varied audiences.
• Hands‑on experience with knowledge bases (e.g. Intercom, Zendesk) and LMS platforms (e.g. Skilljar, Northpass).
• Thinks in an AI‑native way and can leverage technology to improve customer education.
• Experience managing large education libraries or customer academies; background in equity, startups or technical domains.

Why Work At Pulley?

• We've moved beyond early-stage uncertainty - Our product has traction and we're building on a solid foundation, but we're still early enough in our journey where your work will directly shape the company's trajectory as we scale.
• Make it easier for anyone to start a company - Founders turn bold ideas into reality - building things that might not exist otherwise. Starting a company is hard enough. Managing equity should be. Pulley exists to make equity management simpler, smarter, and more accessible for founders from day one.
• Work with a high-performing and passionate team - We value the concept of stunning colleagues and we're thoughtful about creating a team that is excited about building a great company together. Here are some traits that enable our team members to thrive:
• First Principles Thinking - We believe in breaking down problems into their most basic parts, and that something is possible unless proven otherwise. We understand why did certain things work? and apply it to our situation.
• Ship It & Iterate - We value people who not only generate ideas but also do the work to bring them to life. Instead of fixating on outcomes, we focus on the inputs we can control and take our best bets. We move quickly to ship something, talk to users, get feedback, and iterate.
• Boldly Honest & Aggressively Considerate - Being boldly honest means challenging each other to set and hit goals, and make the right strategic decisions on what to build. Being aggressively considerate means caring about one another as humans and speaking up with empathy so we can succeed together as a team.
• Ego-less Learner - Everyday at Pulley, we're trying things that we've never done before - sometimes they work; sometimes they don't. It's important to embrace the mindset of a beginner - stay curious, open to feedback, and ready to learn and grow alongside the team.

Benefits

• Competitive salary and equity
• Medical, Dental, and Vision insurance
• Unlimited PTO + Winter holiday break
• Parental leave
• Generous stipends for WFH, learning, wellness, and AI tools
• 401(k) match (US) / Pension match (Canada)

Compensation

• Annual Salary Range: $125,000 to $180,000 USD