Customer Success Manager

Who You Are: You have 5+ years of Customer Relationship Management experience under your belt and are looking for your next challenge in a hyper-growth, fast-paced, industry disrupting, SaaS company. You are excited to work with emerging technologies and modern tech stack with a collaborative team, where you will have a direct impact on the customer experience.

Does this sound like you? If so, keep reading and apply today!

• Build strong, proactive relationships with customers to ensure their satisfaction and long-term success.
• Proactively cross-sell and upsell products and services to existing clients, identifying opportunities to expand relationships and increase revenue.
• Regularly meet with Polly customers to discuss their needs, encourage adoption and usage of the platform, and check in on overall satisfaction.
• Track customer health metrics and KPIs to identify potential risks or opportunities early, address them directly, and report on customer status, risks, and opportunities each month.
• Compose thoughtful, personalized responses for a variety of customer requests, ensuring client satisfaction and retention.
• Lead renewal motion
• Lead customer training sessions and work closely with stakeholders to ensure they fully understand and maximize their Polly platform.
• Work with cross-functional teams to contribute to a seamless and positive customer experience.
• Share customer insights and feedback with internal teams to help drive ongoing improvements.
• Provide support for customers with urgent or escalated issues by gathering necessary information, triaging tickets, and guiding them through internal Polly processes.
• Actively monitor and analyze customer feedback to identify actionable insights for improving the customer experience.
• Assist with handling escalations by addressing organizational challenges raised by customers and working toward resolutions.

• 5+ years in a customer success or adjacent roles (support, account management, project management, etc.,)
• Excellent customer relationship management, team leadership and development, project management, and communication skills.
• Demonstrated ability to collaborate and work effectively across internal teams and in a highly action-oriented and collaborative organization.
• Strong technical skillset; experience with a high-growth firm.
• History of establishing best practices.
• A passion for customers and service delivery.
• A hands-on approach and willingness to dive into the details and lead the team by example.

• High Bar of Talent:
  Polly consistently performs in the top quartile of start-up companies, and we consider the people of Polly the engine helping us achieve success.
• Disruptive Mission:
  Mortgage capital markets is historically an under-innovated space;
  Polly is committed to changing that.
• Individual Impact & Growth:
  Every day, the Polly team doesn’t just work—they contribute to our overarching mission.
• Hybrid Workplace with Innovation at the Core:
  With a hybrid model, our employees work on site three days a week at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco.

• Competitive Compensation:
  Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.
• Comprehensive Health Coverage:
  Enjoy 100% company-paid medical, vision, dental, disability, and life insurance.
• Flexible Vacation:
  Take time off to recharge when you need it with Polly’s flexible, non-accrued vacation policy.
• Hybrid Environment:
  Polly employees work on site three days a week at our Innovation Hubs.

Polly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, color, national origin, religion, sex, gender identity, sexual orientation, marital status, pregnancy status, disability status, veteran status, or any other legally protected status.