Full-Time

Customer Success Manager

Posted on 10/2/2024

Polly

Polly

51-200 employees

Cloud-based platform for mortgage operations

Fintech
Financial Services

Senior

San Francisco, CA, USA + 1 more

More locations: Dallas, TX, USA

Hybrid environment; 3x weekly in-office presence required in San Francisco or Dallas.

Category
Customer Experience
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Requirements
  • 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.
Responsibilities
  • 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.

Polly.io offers a platform designed to improve the mortgage industry by making operations more efficient for lenders. The platform is cloud-based, which means it uses internet technology to provide secure and scalable services. This allows lenders to access advanced tools for data analysis and machine learning, helping them to price loans accurately and manage the loan locking process effectively. Polly.io also features a Loan Trading Exchange that connects buyers and sellers of mortgage loans, making the sale and settlement process more transparent and efficient. By providing real-time analytics and market insights, Polly.io helps lenders make better decisions and increase their productivity and profitability. The company's goal is to empower lenders of all sizes with the tools they need to compete successfully in the mortgage market.

Company Stage

Growth Equity (Venture Capital)

Total Funding

$74.9M

Headquarters

San Francisco, California

Founded

2019

Growth & Insights
Headcount

6 month growth

17%

1 year growth

14%

2 year growth

85%
Simplify Jobs

Simplify's Take

What believers are saying

  • Polly raised $25M in growth equity funding, boosting its expansion capabilities.
  • Integration with nCino enhances loan officer mobility and pricing efficiency.
  • Partnership with HousingWire increases transparency in mortgage rate data.

What critics are saying

  • Increased competition from similar fintech companies may erode Polly's market share.
  • Rapid tech advancements require costly updates to maintain competitiveness.
  • Economic downturns could reduce demand for Polly's mortgage services.

What makes Polly unique

  • Polly offers a cloud-native, scalable Product & Pricing Engine (PPE) for mortgages.
  • The Loan Trading Exchange enhances transparency and efficiency in mortgage loan sales.
  • Polly's Lender Intelligence provides real-time analytics for informed financial decision-making.

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Benefits

Professional growth & upward mobility

Competitive salaries

100% paid medical/vision/dental/disability/life insurance

Unlimited PTO

Remote environment

INACTIVE