Customer Success Manager

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 a 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!

What You'll Do:

• Build strong, proactive relationships with customers to ensure their satisfaction and long-term success.
• 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 the renewal motion in partnership with the Account Management team.
• Lead customer training sessions and work closely with stakeholders to ensure they fully understand and maximize the use of their Polly platform.
• Work with cross-functional teams to deliver a seamless, 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.

What You Have:

• Functional Mastery of Customer Success: 5\+ years in a customer success or adjacent roles (support, account management, project management, etc.) with a track record of results and enduring impact
• Customer Relationship Management: Builds and maintains trusted, long-term customer relationships through proactive engagement, clear communication, and a strong commitment to service excellence. Anticipates customer needs, manages expectations effectively, and drives positive outcomes across the customer lifecycle.
• Technical Acumen: Applies strong technical expertise and experience in high-growth environments to understand customer workflows, systems, and business objectives. Effectively translates complex product capabilities into practical, value-driven solutions.
• Solution Architecture: Designs durable, scalable solutions that align customer needs with Polly's platform capabilities. Moves beyond reactive support to proactively architect workflows and strategies that drive measurable value and long-term success.
• Renewal Discipline \& Risk Mitigation: Proactively identifies and addresses renewal risks and adoption challenges. Maintains rigorous standards in communication, forecasting, and execution to protect customer trust and drive retention.
• Cross-Functional Collaboration: Partners effectively with Sales, Product, Support, and other internal stakeholders to advance customer success. Shares context proactively, aligns teams around priorities, and presents a unified "one team" approach to the customer.

Why Join Polly?

• High bar of talent: Polly consistently performs in the top quartile among start-up companies, and we consider Polly's people the engine driving our success. Many candidates choose Polly because of the collaborative, smart, and fun people who work here. We strive to hire the best to continue raising that bar, and \<5% of those who enter the interview process receive an offer.
• Disruptive mission: Mortgage capital markets are historically an under-innovated space; Polly is committed to changing that. Our purpose-built platform has reimagined and reinvented how our lender customers operate. We are seeking passionate and driven builders who are not content with the status quo.
• Individual impact and growth: Every day, the Polly team doesn't just work—they contribute to our overarching mission. Individual impact is highly visible, and everyone's voice matters. You will have exposure to every level of leadership, cross-functional teams, and impactful projects, giving you a unique opportunity to build and hone your skills.
• Hybrid workplace with innovation at the core: Here at Polly, we believe in blending flexibility with in-person collaboration. With a hybrid model, our employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, driving forward-thinking solutions, fostering teamwork, and building a winning culture.

Direct Link to Apply:

https://jobs.ashbyhq.com/polly/4e7f980f-6a68-41e0-b824-3bd8eecd948f