Client Success Manager

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US, United States

Full Time

Pulsate is a leading mobile engagement platform built for financial institutions. We help credit unions and community banks deliver personalized, real-time, and proactive messaging that drives stronger relationships and measurable growth. Our platform enables financial institutions to stay top of mind by helping them reach the right customer with the right message at the right time.

Backed by industry experts, Pulsate partners with credit unions and community banks across the United States to power smarter engagement and better outcomes.

We’re hiring a Customer Success Manager (Engagement & Adoption) to drive customer engagement, value realization, and long‑term success across a portfolio of partner/reseller accounts.

This role is ideal for someone who loves building trust, driving action, and helping customers become confident, consistent users of a product. You’ll create strong relationships, establish clear success plans, and lead structured customer motions that increase engagement and outcomes over time.

You’ll need to be technically minded and excited to become a product expert. You don’t need to code, but you should be comfortable discussing topics like SFTP delivery, APIs, data workflows, and reporting
, and helping customers navigate common blockers—partnering with support and engineering when deeper technical help is required.

• Own a portfolio of partner/reseller accounts and drive engagement, usage, and customer outcomes over time.
• Build and execute success plans that help customers unlock the full value of Pulsate.
• Drive “time‑to‑value” by guiding customers to launch campaigns, measure performance, and build momentum.
• Identify customers who are at risk of low engagement and proactively course‑correct with structured plans and follow‑up.
• Use data and customer insights to recommend next best actions and best practices.

• Become a trusted advisor to key stakeholders within financial institutions.
• Run structured check‑ins, enablement sessions, and strategic reviews that create forward progress.
• Set clear expectations, drive accountability, and build confidence in the platform.

• Maintain strong hygiene in Hub Spot: notes, tasks, follow‑ups, next steps, customer goals, and health signals.
• Be relentless about follow‑up and moving customers forward.
• Manage a high‑volume portfolio while staying organized and proactive.

• Become an extreme product expert and guide customers toward best practices and measurable results.
• Speak confidently about SFTP, APIs, data flows, and reporting setup and help customers troubleshoot at a practical level.
• Partner with support and engineering to remove blockers and keep customers progressing.

• Work closely with our reseller to align on customer priorities and coordinate success initiatives.
• Share patterns and feedback with internal teams to improve product adoption and customer experience.
• Contribute to playbooks, best practices, and repeatable programs that drive customer success at scale.

• Customers are engaged, launching campaigns, and using Pulsate consistently.
• Time‑to‑value improves and usage deepens across key platform features.
• Customers trust you and view Pulsate as a strategic partner.
• Risks are identified early and addressed with a clear plan.
• Hub Spot reflects strong ownership with clear next steps and follow‑through.
• The reseller partnership is aligned and customers experience a cohesive support model.

• 3+ years experience in Customer Success, Account Management, Customer Engagement, or a similar customer‑facing role in B2B SaaS.
• Strong ability to drive customer engagement and influence outcomes over time.
• Operational excellence: organized, proactive, and known for exceptional follow‑up.
• CRM strength (Hub Spot ideally) with high standards for hygiene and customer management.
• Excellent communicator — comfortable leading calls, training customers, and…