The Role
The Customer Success Manager builds relationships with customers, ensuring satisfaction, upselling products, managing health metrics, and gathering customer insights to improve the experience.
Summary Generated by Built In
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 You’ll 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:
- 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?
- High Bar of Talent: Polly consistently performs in the top quartile of start-up companies, and we consider the people of Polly the engine helping us achieve success. Many candidates choose Polly because of the collaborative, smart, and fun people that work here. We strive to hire the best to continue to raise that bar, and <5% of those that enter the interview process are presented with an offer.
- Disruptive Mission: Mortgage capital markets is historically an under-innovated space; Polly is committed to changing that. Our purpose-built platform has reimagined and reinvented the way that our lender customers operate. We are seeking passionate and driven builders who are not interested in accepting the status quo.
- Individual Impact & Growth: Every day, the Polly team doesn’t just work—they contribute to our overarching mission. Individual impact is highly visible and everyone’s voice matters. You will have exposure to every level of leadership, cross-functional teams, and impactful projects, giving you a unique opportunity to build and hone your skills.
- Hybrid Workplace with Innovation at the Core: Here at Polly, we believe in blending flexibility with in-person collaboration. With a hybrid model, our employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco, driving forward-thinking solutions and fostering teamwork.
Employee 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.
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 LinkedIn 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 [email protected]. We care deeply about this network and your experience.
Top Skills
Customer Relationship Management
SaaS
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The Company
What We Do
The secondary market for mortgages accounts for over $1T in annual volume and impacts 20% of GDP. Yet, the pricing and loan trading of mortgages is still often done with antiquated technology, excel spreadsheets, phone calls, and physical paper. Billions of dollars are lost to inefficiency and mistakes.
Polly is transforming the mortgage industry with its modern, data-driven capital markets ecosystem that includes an advanced Product & Pricing Engine (PPE), Loan Trading Exchange, Analytics Platform, and Partner Platform. Our mission is to help capital markets and secondary teams operate smarter, more efficiently, and more profitably with best-in-class, end-to-end technology that is configured for each of our customers’ unique workflows and business needs.
Polly is based in San Francisco, California. Please visit www.polly.io to learn more.
