Strategic Senior Customer Success Manager
Strategic Senior Customer Success Manager
Posted on :
20-04-2025
Employer Active
1 Vacancy
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Job Description
Who you are:
You have 5 years of Customer Relationship Management experience under your belt and are looking for your next challenge in a hypergrowth fastpaced 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 longterm success.
- 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.
- Lead customer training sessions and work closely with stakeholders to ensure they fully understand and maximize their Polly platform.
- Work with crossfunctional 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 handson approach and willingness to dive into the details and lead the team by example.
Why join Polly
- We are attacking a trilliondollar market with gross inefficiencies and seeking to transform the way an entire industry operates
- We have an experienced leadership team that previously built large and impactful platforms
- Outstanding opportunity for professional growth and upward mobility
- Direct engagement with the decision makers and senior business leaders
- Competitive salaries
- 100 paid medical/vision/dental/disability/life insurance
- Flexible vacation
- Remote environment
Lets get to know each other.
Polly has pioneered the next generation of mortgage capital markets technology with its cuttingedge datadriven platform. Its enterprisegrade solutions including the industrys only cloudnative commercially scalable product pricing and eligibility (PPE) engine and firstofitskind Polly/ AI platform empower the nations 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 bestinclass 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 Americas 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 . 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 textonly interviews. If you are ever suspicious or in doubt reach out to us directly at . We care deeply about this network and your experience.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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