Strategic Account Lead

Job description

About Pulley Pulley helps the country’s top architects, builders, and retailers speed up every project in their portfolio. With AI-powered permitting intelligence and expert guidance, we eliminate costly delays and bring predictability across the full lifecycle of commercial projects. Today, permitting is the slowest, most uncertain part of building, spread across 19,000+ jurisdictions with different rules, timelines, and surprises. Pulley gives project teams the clarity and predictability they need to move from planning to opening without delays. We support rollout programs for brands like J.Crew, Solidcore, and Hibbett Sports, as well as major data center buildouts, EV charging networks, and other commercial projects. Our platform dramatically reduces approval timelines, improves forecasting accuracy, and removes thousands of hours of manual work from design and construction teams. Founded in 2021, Pulley combines deep permitting expertise with purpose-built AI from people who have created products used by millions. We’re backed by CRV, Susa Ventures, Fifth Wall, and leaders from Plaid, Segment, ServiceTitan, and Procore. ABOUT THE ROLE As a Strategic Account Lead, you'll own 1–2 of Pulley's largest enterprise accounts — you're the main point of contact for the customer and the link between what they need and what our internal teams deliver. You keep the customer confident and informed, keep our team stocked with the context it needs, and step in early when something needs attention. This role fits someone genuinely customer-obsessed: you treat the customer's goals as your own, stay a step ahead of what they'll ask for, and measure your success by theirs. This role is remote and designed for someone who wants to be embedded near the customer they support. WHAT YOU'LL DO - Portfolio Visibility & Program Coordination: Keep a current view of your account's full project portfolio — not to manage individual projects, but to represent the program confidently, catch patterns early, and keep everyone aligned. Meet regularly with Regional Leads to check on project health, flag anything that could affect delivery, and make sure internal teams have the context they need. - Customer Relationship Management: Be the go-to contact for decision-makers throughout the account. Build trust through consistent, proactive communication. Lead regular check-ins and monthly account reviews, and partner with the Account Executive on QBRs and renewals. When needed, represent the customer in city and AHJ meetings alongside our Permit Ops team. - Stakeholder Onboarding & Program Growth: As the account grows, onboard new stakeholders on both sides — training new members of the customer's team and bringing in outside collaborators like architects and engineers of record. - Internal Resource & Cross-Functional Enablement: Act as the internal voice of the customer. Turn what you're hearing from the account into clear, useful input for Regional Leads, Head of Permitting, Operations, Product, or Sales. Help unblock issues only the customer relationship can solve, and push for process improvements that make the program work better for everyone. WHO YOU ARE Required - 4–8 years of experience in project management, program management, or a related client-facing role - Background in construction, real estate, architecture, permitting, or a related field — enough fluency to read project status, understand permitting terminology, spot risks early, and communicate credibly - Genuinely customer-obsessed — you treat the customer's goals as your own, you're proactive before they have to ask, and you're energized by being the person they most trust and rely on - Demonstrated ability to go deep on a large, complex project or program — comfortable overseeing concurrent workstreams and knowing exactly when to zoom in - Strong communicator — you write clearly, respond quickly, and know how to translate complex updates into crisp, customer-facing language that builds confidence - A track record of building genuine relationships with stakeholders, with the presence to represent a client's interests credibly - Highly organized with sharp attention to detail — you build systems to make sure things don't slip - Comfortable working cross-functionally without direct authority — you know how to align teams, route the right information to the right people, and drive outcomes through influence and collaboration Nice to Have - Experience in a high-growth startup environment - Familiarity with project management tools (Airtable, Notion, Asana, etc.) and data dashboards - AI fluency and comfort with no-code tooling - Experience supporting large-scale commercial programs, such as national retail rollouts, big-box or large-format retail, or warehouse and distribution construction Compensation $120,000 - $140,000 base + Equity