Customer Success Manager

Customer Success Manager
🌆 San Francisco, CA / 🏙️ Dallas, TX | Account Management + Customer Success | Full-Time | Remote

Are you a passionate Customer Success professional with 5+ years of experience looking to take on your next challenge in a hyper-growth, industry-disrupting SaaS company? If so, we want to hear from you!

What You'll Do:
✅ Build strong, proactive relationships with customers to ensure their satisfaction and long-term success
✅ Conduct regular meetings with Polly customers to discuss their needs, encourage platform adoption, and gauge overall satisfaction
✅ Track customer health metrics and KPIs to identify potential risks or opportunities, addressing them proactively and reporting monthly
✅ Lead customer training sessions and collaborate with stakeholders to maximize their use of the Polly platform
✅ Work with cross-functional teams to create a seamless customer experience
✅ Share customer insights and feedback with internal teams for ongoing improvements
✅ Provide urgent support for escalated customer issues, gathering necessary information and guiding them through internal processes
✅ Actively monitor and analyze customer feedback to identify insights for enhancing customer experience
✅ Assist with handling escalations by addressing organizational challenges and working toward resolutions

What You Have:
🔍 5+ years in customer success or adjacent roles (support, account management, project management, etc.)
🤝 Excellent skills in customer relationship management, team leadership, project management, and communication
⚡ Proven ability to collaborate effectively across internal teams in a fast-paced, action-oriented environment
🔧 Strong technical skillset; experience in a high-growth firm
📈 History of establishing best practices
❤️ Passion for customer service and delivery
🛠️ Hands-on approach to lead the team by example

Why Join Polly?
🌟 Join us as we tackle a trillion-dollar market, revolutionizing the industry
👥 Be part of an experienced leadership team that has built impactful platforms
🚀 Gain outstanding opportunities for professional growth and upward mobility
💬 Engage directly with decision-makers and senior business leaders
💰 Enjoy competitive salaries and comprehensive benefits (100% paid medical/vision/dental/disability/life insurance)
🏖️ Flexible vacation and a remote working environment

Polly is a pioneering force in mortgage capital markets technology, offering cutting-edge, data-driven solutions tailored for the industry's top banks, credit unions, and mortgage lenders. As a recognized leader in innovation and culture, Polly was named one of Forbes' America's Best Startup Employers in 2025.

Join us on this exciting journey! To learn more, follow Polly on LinkedIn or visit www.polly.io.

Polly is an equal opportunity employer—all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or other legally protected statuses.

🚨 Beware of recruitment scams impersonating Polly! We communicate only through official channels and never ask for sensitive information through text. For any concerns, contact us directly at peopleteam@polly.io.

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