Hybrid Customer Success Manager

at Polly

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Francisco, United States

About the role

• Customer Success Manager enhancing client relationships in mortgage technology company. Leveraging CRM expertise to elevate customer satisfaction and drive long-term success.

Responsibilities

• 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.

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.

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.