Customer Success Manager at Polly

Dallas, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, TechnologyIndustries

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 in a highly action-oriented and collaborative organization
Strong technical skillset; experience with a high-growth firm
History of establishing best practices
Passion for customers and service delivery
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
Proactively cross-sell and upsell products and services to existing clients, identifying opportunities to expand relationships and increase revenue
Regularly meet with 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 the 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 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

Skills

Key technologies and capabilities for this role

Customer SuccessCRMSaaSUpsellingCross-sellingKPI TrackingCustomer Health MetricsRenewal ManagementCustomer TrainingEscalation Management

Questions & Answers

Common questions about this position

What experience is required for the Customer Success Manager role?

You need 5+ years in customer success or adjacent roles like support, account management, or project management, along with excellent customer relationship management, team leadership, project management, and communication skills.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this Customer Success Manager role remote or office-based?

This information is not specified in the job description.

What is the company culture like at Polly?

Polly has a high bar of talent with collaborative, smart, and fun people, operating in a hyper-growth, fast-paced, industry-disrupting SaaS environment where you work with a collaborative team on emerging technologies.

What makes a strong candidate for this Customer Success Manager position?

Strong candidates have 5+ years of relevant experience, a strong technical skillset with high-growth firm experience, demonstrated collaboration across teams, a history of establishing best practices, and a passion for customers with a hands-on leadership approach.

Polly

Cloud-based platform for mortgage operations

About Polly

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 and manage loan locks more accurately and quickly than traditional methods. Polly.io also features a Loan Trading Exchange that connects buyers and sellers of mortgage loans, making the process more transparent and efficient. By providing real-time analytics and market insights, Polly.io helps lenders make better decisions. The goal of Polly.io is to empower lenders of all sizes to enhance their productivity and profitability through its comprehensive suite of tools.

San Francisco, CaliforniaHeadquarters

2019Year Founded

$74.9MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Professional growth & upward mobility

Competitive salaries

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

Unlimited PTO

Remote environment

Risks

Increased competition from similar fintech solutions could erode Polly's market share.

Continuous technological advancements may require costly updates to Polly's platform.

Economic downturns could negatively impact demand for Polly's mortgage services.

Differentiation

Polly offers the industry's first cloud-native, commercially scalable Product and Pricing Engine.

The platform integrates advanced data science and machine learning for superior mortgage pricing accuracy.

Polly's Loan Trading Exchange enhances transparency and efficiency in the mortgage loan sale cycle.

Upsides

Polly's cloud-based platform aligns with the industry's digital transformation trend.

The integration with nCino enhances loan officer mobility and engagement opportunities.

Polly's Lender Intelligence tool provides valuable market insights for data-driven decisions.

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