• Day-to-Day Account Ownership: Lead the end-to-end lifecycle for a high-priority book of health plan business. You aren't just managing accounts; you are the "General Manager" of your portfolio, driving long-term retention, health plan satisfaction, and revenue growth. • Build trusted & strategic relationships with our health plan customers — understand their needs/objectives and drive Sword’s clinical and economic outcomes to exceed them. • Navigate Complex Payor Landscapes: Masterfully navigate the nuances of various lines of business (ASO, Fully Insured, Medicare, and Medicaid) to ensure Sword’s value proposition resonates with diverse internal payor stakeholders. • Maximize Partner Value Post-Pull-Through: Serve as the primary lead for the health plan’s employer portfolio. You will ensure operational excellence by identifying barriers to sustained enrollment and collaborating with plan partners to streamline the ongoing member experience. • Champion Clinical & Economic ROI: Act as a consultative partner by translating complex data sets into compelling narratives. You will prove Sword’s impact through rigorous reporting, and high-impact Business Reviews. • Architect Account Plans: Develop and maintain multi-year account success plans that identify white space for expansion, mitigate churn risks, and align Sword’s roadmap with the customer’s overarching population health goals. • Internal Collaboration: Partner with Implementation and Marketing teams to ensure seamless launches and aggressive member enrollment targets. • Payor Growth & Renewals: Own the renewal process and identify organic growth opportunities, working closely with sales to upsell new products or expand into new lines of business. • Voice of the Payor: Serve as a bridge between the market and the Sword Product team. Distill payor-specific feedback, regulatory requirements, and competitive intelligence into actionable insights to influence our product evolution. • Operational Excellence: Mentor junior team members and contribute to the "playbook" of the Health Plan team, building the scalable processes necessary for a world-class Customer Success organization.

• Drive measurable impact through collaboration, innovation, and a shared commitment to improving patient outcomes. • Monitor customer health, utilization, and satisfaction to proactively identify risks and implement retention strategies. • Serve as a technical, clinical, and administrative resource to customers. • Build strong and lasting relationships with clinical, operational, and executive stakeholders. • Collaborate with cross-functional teams to drive clinical adoption and customer success and ensure customer feedback informs continuous improvement. • Provide strategic guidance on best practices, workflow optimization, and regulatory considerations related to device use. • Identify expansion opportunities within accounts by understanding customer needs and aligning them with additional offerings. • Help ensure high customer satisfaction scores and long-term success. • Conduct regular business reviews to align solutions with customer goals, regulatory requirements, and patient care objectives.

• Grow referral volume and renewals significantly across existing partnerships in multiple states. • Sign and activate new provider groups under existing payer agreements. • Achieve >100% NRR through upsells, site expansions, and consistent engagement. • Expand existing accounts by turning satisfied providers into referral champions. • Activate and manage health plan partnerships to grow patient referrals. • Build and execute standard implementation playbook for launch. • Create and execute a cadence of QBRs with all partners. • Build deep, trust-based relationships with key stakeholders through frequent onsite visits, meetings, and follow-ups.

Help shape Pulley’s next-generation success programs for early-stage and SMB customers 🚂 About Pulley Pulley’s mission is to make it easier for anyone to start a company. We believe more founders should exist — and they should spend their time building, not managing the complexity of equity. Pulley helps founders understand, operate, and optimize their ownership from day one. We’re a high-performing, product-driven team building the next generation of equity and business management tools in an AI-native world. Over 8,000 companies rely on us today, including Linear, Runway, Fathom, and Roam. Our growth has been entirely organic, and we’re scaling the team to meet accelerating demand. 🌟 About the Role We're hiring a Scaled Customer Success Manager to manage a portfolio of customers in Pulley's scaled segment, helping them get real value from the platform through structured, digitally-led data-informed engagement. You'll use health scoring, lifecycle programs, and one-to-many touchpoints to drive adoption, retention, and long-term customer success at scale. This role is a great fit for someone who is process-oriented, comfortable working across a high volume of accounts, and eager to build experience in the scaled CS space. You'll play an important role in surfacing customer feedback, identifying and managing risk, supporting renewals and expansions, and collaborating closely with Sales, Product, and Support to deliver a best-in-class experience for Pulley's customers. 🛠 What You’ll Do Shape Pulley’s Scaled Success Motion - Manage a large portfolio of 1,200+ early-stage customers, supporting retention, engagement, and long-term customer success at scale - Support the renewals process for your book of business, identifying at-risk accounts early and working cross-functionally to drive timely, successful renewals at scale - Contribute to the frameworks, playbooks, and engagement mechanisms that create a consistent, predictable customer experience across a high-volume book of business Design and Run High-Leverage Programs - Support the design and execution of one-to-many onboarding, training, and education programs that meet customers where they are and accelerate time-to-value - Create and maintain lifecycle communications, templates, and content that guide customers through key milestones, from onboarding through renewal - Host live product training webinars on key Pulley features and workflows, helping users build confidence and get the most out of Pulley - Work closely with Marketing and Enablement teams to keep customer-facing materials accurate and aligned with product updates Drive Product Adoption and Engagement - Own activation, adoption, and health metrics for this customer segment and book of accounts - Use customer data and signals to help identify friction points and support the development of scalable interventions that work across the customer base - Surface patterns and feedback from customers to inform product, enablement, and go-to-market decisions Improve Efficiency Through Systems - Work cross-functionally with Product, Support, SalesOps, and Implementation to support automated workflows and in-app guidance that improve the customer experience - Contribute to segmentation, health scoring, and tooling discussions that help the scaled motion run more efficiently - Collect and relay customer feedback and escalations clearly, ensuring the right teams are informed and can act quickly 🙌 What You Bring Experience - 1-3 years in Customer Success, scaled/tech-touch CS, or lifecycle/engagement roles - Exposure to building or contributing to a scaled, 0→1 success motion - Experience managing a book of business and staying organized across a high volume of accounts - Familiarity with programs or workflows designed to support high-velocity, early-stage or SMB customers - Comfortable learning and working within CS tools, lifecycle platforms, and customer analytics Skills - Excellent written and verbal communication - Able to take a project or program from idea to execution with guidance, and iterate based on feedback - Comfortable working with data to track progress and spot trends - Analytical mindset, with experience measuring and improving adoption and engagement - Curious about how to turn customer patterns into scalable, repeatable processes Bonus - Experience in equity management, FinTech, or financial tools - Hands-on experience with a Customer Success Platform (e.g. Gainsight, Totango, ChurnZero) - Experience collaborating with Product or Implementation Teams - Interest in AI-enabled customer engagement and education ✨ Why work at Pulley? Shape the next chapter. Our product has real traction and a strong foundation, but we’re early enough that your leadership will meaningfully influence our product, customer experience, and go-to-market strategy. Empower founders. Managing equity shouldn’t get in the way of building a company. You’ll help founders focus on what matters most — turning ideas into reality. Work with a high-performing and passionate team - We’re thoughtful about creating a team that is excited about building a great company together. Here are our operating principles: - Principles over playbooks - Understand the why. - Momentum over speed - Find the best path to deliver value. - Good taste over data - Take bold bets and trust your instincts to find the unlikely bet. - Ideas over egos - Let the best idea win, no matter where it comes from. - Gladiator over spectator - Execute; don’t just critique or ideate. You’re the one putting in the work, sweating the details, and driving for results. - Conviction over consensus - Have the courage to back your ideas strongly, even when they defy the status quo. Disagree and commit. - Proactive over passive - Drive your own clarity and pull for context. 💚 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) Annual Salary Range: $81,000 - $90,000 The range above reflects the typical salary range for this role. The final offer will depend on factors such as your experience, interview performance, level, and other considerations assessed during the hiring process.