Lead Customer Success Manager

1 month ago

San Francisco, United States Polly.io Full time

Who you are:


You have 6+ 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:

  • Manage & build exceptional customer relationships with a focus on proactively managing to promote health and happiness.
  • Facilitate regular meetings with Polly customers to check-in, drive adoption and utilization, and ensure overall happiness.
  • Monitor customer health metrics and key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively, and report monthly internally on customer health status, risks and opportunities. 
  • Conduct training sessions, collaborate with customer stakeholders and provide resources to ensure clients are fully utilizing their Polly instance.
  • Collaborate with cross-functional teams to ensure a cohesive and exceptional customer experience.
  • Act as the voice of the customer within the company, providing feedback to relevant teams to drive continuous improvement. 
  • Provide additional support to accounts with urgent / escalation needs through information collection, ticket triage, internal Polly navigation.
  • Proactively manage and analyze customer feedback that translates into actions that improve and enhance the customer experience.
  • Act as the escalation point for organizational challenges raised by our customers.

What you have:

  • 10+ 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 lead, 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 and building teams.
  • 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?

  • We are attacking a trillion-dollar 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

Let’s get to know each other.


Polly is transforming the mortgage industry with its modern, data-driven capital markets ecosystem. Banks, credit unions, and mortgage lenders nationwide trust Polly’s revolutionary Product and Pricing Engine (PPE), Loan Trading Exchange, and actionable data and analytics to automate and optimize the entire capital markets value chain, helping their secondary teams operate faster, smarter, and more profitably. Polly was founded in 2019 by a seasoned team of technology and mortgage experts and is headquartered in San Francisco, California. 


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.

  • Lead Customer Success Manager

    2 weeks ago

    San Francisco, California, United States OnHires Full time

    About OnHires:OnHires is a leading provider of liquidity and technology solutions tailored for the cryptocurrency and foreign exchange (FX) sectors. Our expertise lies in delivering B2B services and products to a diverse clientele, including licensed brokers, crypto exchanges, forex brokers, hedge funds, and professional managers. Our robust suite of...

  • Lead Customer Success Manager

    6 days ago

    San Francisco, United States Clari Full time

    Clari's Revenue platform gives forecasting accuracy and visibility from the sales rep to the board room on revenue performance - helping them spot revenue leak to answer if they will meet, beat, or miss their sales goals. With insights like this, no wonder leading companies worldwide, including Okta, Adobe, Workday, and Zoom use Clari to drive revenue...

  • Customer Success Lead

    4 weeks ago

    San Francisco, United States Unlayer Full time

    [Full Time] Customer Success Lead at Unlayer (United States) Customer Success Lead Unlayer United States Date Posted: 12 May, 2023 Work Location: San Francisco, United States Salary Offered: Not Specified Job Type: Full Time Experience Required: 6+ years Remote Work: Yes Stock Options: No Vacancies: 1 available About Unlayer Unlayer is a...

  • Customer Success Lead

    2 weeks ago

    San Francisco, United States Vibemap Full time

    Vibemap is looking for a Client Success Lead to help create immersive city experiences like scavenger hunts and digital maps for cities across the world. This role involves managing multiple projects, deadlines, and unforeseen challenges with ease, and regularly meeting with clients across different time zones. The ideal candidate is tech-savvy, thrives in a...

  • Senior Manager, Customer Success Engineering Lead

    1 week ago

    San Francisco, California, United States CloudFlare Full time

    About the RoleAs a Senior Manager, Customer Success Engineering, you will be responsible for driving the success of our customers by leading a team of Customer Success Engineers. You will bring strong leadership skills, deep technical knowledge, project management expertise, and a high degree of empathy to ensure customer satisfaction with Cloudflare's...

  • Lead Customer Success Manager

    3 days ago

    San Francisco, California, United States Clari Full time

    About the RoleClari is seeking a highly skilled and experienced Strategic Customer Partnership Manager to join our enterprise team. As a key member of our Customer Success team, you will be responsible for building and maintaining strong relationships with our enterprise customers, driving adoption and engagement with our platform, and ensuring that our...

  • Customer Success Manager

    2 weeks ago

    San Francisco, United States Memfault Full time

    As a Customer Success Manager at Memfault, you will be responsible for the ongoing relationships with our customers to ensure we retain and grow their use of our platform and the corresponding recurring revenue. You will focus on revenue retention, driving product adoption, measuring success, and advocating for their needs. You have a bias for action and...

  • Customer Success Manager

    3 months ago

    San Francisco, United States Stripe Full time

    Who we are About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies-from the world's largest enterprises to the most ambitious startups-use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of...

  • Customer Success Manager

    2 days ago

    San Francisco, United States SuperAnnotate Full time

    Role We are looking for a Customer Success Manager based in San Francisco to manage relationships with our most important customers. You will be the first hire on the CSM team on the ground in the Bay Area. You will be working in the most exciting AI domain including large language models (LLM), computer vision (CV), and natural language processing...

  • Customer Success Manager

    15 hours ago

    San Francisco, California, United States SafeBase Full time

    About the RoleSafeBase is seeking an ambitious and experienced Customer Success Manager to join our growing team. As a key member of our organization, you will play a critical role in helping our customers achieve their business goals and maximize the value of our platform.Key ResponsibilitiesDevelop Trusted Advisor Relationships: Foster strong relationships...

  • Customer Success Manager

    2 weeks ago

    San Francisco, United States Memfault Full time

    As a Customer Success Manager at Memfault, you will be responsible for the ongoing relationships with our customers to ensure we retain and grow their use of our platform and the corresponding recurring revenue. You will focus on revenue retention, driving product adoption, measuring success, and advocating for their needs. You have a bias for action and...

  • Customer Success Manager

    1 day ago

    San Francisco, United States SafeBase Full time

    SafeBase is the leading trust center platform designed for friction-free security reviews. With our enterprise-grade Trust Center Platform, we automate the security review process and transform how you communicate your trust posture, ditching outdated 'security through obscurity' in exchange for transparency that helps you build customer trust, gain valuable...

  • Customer Success Manager

    3 months ago

    San Francisco, United States Pathlight Full time

    About Pathlight Pathlight is the leading GenAI-native Conversation Intelligence platform that helps enterprises discover hidden insights, opportunities, and risks deep within their customer conversations. Pathlight is the first company to fully harness the power of Large Language Models (LLMs) to review every customer conversation and uncover hidden insights...

  • Customer Success Manager

    1 day ago

    San Francisco, United States Hearst Communications, Inc. Full time

    Customer Success Manager At Hearst Bay Area, we specialize in providing exceptional marketing services and solutions to businesses at scale; from small local businesses to large regional brands. We support these brand’s marketing efforts utilizing Hearst Corporation's extensive media resources. Our portfolio includes video studios, TV media like ESPN and...

  • Customer Success Manager

    3 weeks ago

    San Francisco, United States Otter.ai Full time

    This position is Hybrid (3 days a week in office) About the Role As a Customer Success Manager at Otter.ai, you will have the unique opportunity to help shape the future of our Customer Success team. Working closely with the Head of Customer Success, you will be instrumental in defining and implementing strategies for customer adoption, retention and...

  • Enterprise Customer Success Lead

    2 weeks ago

    San Francisco, California, United States productboard Full time

    Overview:We are looking for a dedicated and dynamic individual to take on the role of Customer Success Manager for our Enterprise segment. This position will be pivotal in managing relationships with our most significant midmarket and Enterprise clients. Key Responsibilities:As a Customer Success Manager, you will be responsible for: Establishing a strong...

  • Manager, Customer Success

    4 weeks ago

    San Francisco, United States RollWorks, a division of NextRoll Full time

    About the Role: RollWorks, the B2B division of NextRoll, Inc., is looking for a passionate customer success leader to develop an impactful team of 5 - 8 Customer Success Managers who are responsible for a critical aspect of our growth and retention. Reporting to Sr. Manager of Customer Success, you will be instrumental in the continuous evolution and...

  • Manager, Customer Success

    4 weeks ago

    San Francisco, United States P. A.V. E. Full time

    [Full Time] Manager, Customer Success at Pave (United States) Manager, Customer Success Pave United States Date Posted: 31 Oct, 2022 Work Location: San Francisco, United States Salary Offered: Not Specified Job Type: Full Time Experience Required: 3+ years Remote Work: No Stock Options: No Vacancies: 1 available About Pave At Pave, we believe the world of...

  • Customer Success Manager

    3 weeks ago

    San Francisco, United States Otter.ai Full time

    About the Role As a Customer Success Manager at Otter.ai, you will have the unique opportunity to help shape the future of our Customer Success team. Working closely with the Head of Customer Success, you will be instrumental in defining and implementing strategies for customer adoption, retention and expansion, while consistently exceeding aggressive goals....

  • Customer Success Manager

    2 weeks ago

    San Francisco, United States Rattle Full time

    Company OverviewRattle is a B2B SaaS startup innovating on how revenue teams make their sales processes repeatable and scalable, leading to better rep productivity and improved win rates. We have an enviable customer list including companies like Twilio, Figma, and Intercom and have helped them achieve greater efficiency and sales team performance using our...