Lead Customer Success Manager

1 month ago

New York, United States Polly 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.

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