Customer Success Manager

What You’ll Do:

• 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.

What You Have:

• 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.

Why Join Polly?

• 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. Many candidates choose Polly because of the collaborative, smart, and fun people that work here. We strive to hire the best to continue to raise that bar, and <5% of those that enter the interview process are presented with an offer.
• Disruptive Mission: Mortgage capital markets is historically an under-innovated space; Polly is committed to changing that. Our purpose-built platform has reimagined and reinvented the way that our lender customers operate. We are seeking passionate and driven builders who are not interested in accepting the status quo.
• Individual Impact & 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 Hub, located in Dallas-Fort Worth area, driving forward-thinking solutions and fostering teamwork.

Employee Benefits:

• 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, granting peace of mind.
• Flexible Vacation, Done Right: Take time off to recharge when you need it with Polly’s flexible, non-accrued vacation policy—because we trust you to balance work and life.
• Hybrid Environment: Polly employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco.