Customer Success Manager

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.
• 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?

• We are attacking a trillion-dollar market with gross inefficiencies and seeking to transform the way an entire industry operates 
• We have an experienced leadership team that previously built large and impactful platforms 
• Outstanding opportunity for professional growth and upward mobility 
• Direct engagement with the decision makers and senior business leaders 
• Competitive salaries
• 100% paid medical/vision/dental/disability/life insurance 
• Flexible vacation
• Hybrid environment; 3x weekly in an innovation hub in San Francisco or Dallas.