Customer Success Manager

Who You Are :

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 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 Youll 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 :

Why Join Polly?

Employee Benefits :

Let's get to know each other.

Polly has pioneered the next generation of mortgage capital markets technology with its cutting-edge, data-driven platform. Its enterprise-grade solutions, including the industry's only cloud-native, commercially scalable product, pricing, and eligibility (PPE) engine and first-of-its-kind Polly / AI platform, empower the nation's top banks, credit unions, and mortgage lenders to increase profitability, automate workflows, and revolutionize the loan officer and broker experiences. As a mortgage technology trailblazer, Polly is committed to driving meaningful value and ROI through best-in-class innovation that enables unlimited configurability, flexibility, granularity, and scalability. Polly was founded by a seasoned team of mortgage capital markets and technology experts and is headquartered in San Francisco, California. Recognized as a pioneer in mortgage capital markets, as well as in culture and career development, Polly was named to Forbes' America's Best Startup Employers in 2025. This evaluation was based on three key criteria : Employer Reputation, Employee Satisfaction, and Company Growth.

To learn more, follow Polly on or visit www.polly.io . Polly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, color, national origin, religion, sex, gender identity, sexual orientation, marital status, pregnancy status, disability status, veteran status, or any other legally protected status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Beware of recruitment scams impersonating the Polly brand or our employees. Our team communicates only through official Polly channels, and we will never ask for sensitive information over text or conduct text-only interviews. If you are ever suspicious or in doubt, reach out to us directly at peopleteam@polly.io . We care deeply about this network and your experience.

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