Head of Account Management

Who You Are: You are a strategic, outcomes oriented leader who excels at driving account growth and cultivating exceptional customer relationships. As a true player coach, you lead from the front, balancing hands-on ownership of key accounts with the ability to mentor, elevate, and inspire a high performing team. You thrive in fast paced, high growth environments and know how to build structure where it doesn't yet exist. You bring a strong SaaS background, a customer centric mindset, and a passion for creating scalable, repeatable processes that deliver measurable value. You are energized by the opportunity to help shape the future of mortgage technology and build a best in class Account Management function. Does this sound like you? If so, apply today & let's start the conversation What You'll Do:Lead and coach Polly's Account Management function, serving as both a hands-on account owner and player/coach to one direct report. You'll set the standard for excellence in commercial relationship management while actively managing a portfolio of key accounts.Drive account expansion and commercial growth, identifying and executing on cross-sell and upsell opportunities in close partnership with the Customer Success team, who lead renewals.Define and operationalize the Account Management charter, establishing clear goals, metrics, and scalable playbooks that balance customer value with business impact.Develop and execute strategic account plans to strengthen executive alignment, expand product adoption, and position Polly as a long-term strategic partner.Cultivate deep, multi-threaded relationships across customer organizations, ensuring Polly is seen as a trusted advisor and embedded in clients' strategic initiatives.Collaborate cross-functionally with Customer Success, Product, and Revenue Operations to deliver a cohesive customer experience and align on growth opportunities.Continuously improve systems, processes, and insights to increase visibility, efficiency, and effectiveness of commercial account management activities. What You Have:8+ years of experience in Account Management, Customer Success, or Revenue-focused roles within a SaaS or technology company, with proven success owning and growing complex customer portfolios.Commercial Acumen: Demonstrated success driving expansion, cross-sell, and strategic growth within existing customer accounts, in close partnership with Customer Success and Revenue Operations.Scaling Experience: Proven track record of leading account management or customer-facing teams through major growth phases (e.g., ARR growth from ~$10M → $50M+ → $100M+) while expanding the customer base and deepening account penetration.High-Growth / Start-Up Familiarity: Hands-on operator who thrives in dynamic, high-growth SaaS environments and can balance strategic thinking with tactical execution.Relationship Builder: Deep experience engaging with senior executives at enterprise customers, developing trusted partnerships that translate into measurable business outcomes.Data-Driven Operator: Skilled at using data to prioritize opportunities, forecast expansion potential, and evaluate account health; comfortable building reporting rhythms and metrics that drive accountability.Player/Coach Leadership: Demonstrated ability to lead and develop talent while personally managing key accounts; capable of scaling a function and setting the standard for commercial excellence.Systems Thinker: Experience implementing scalable processes, playbooks, and tools to improve efficiency and consistency in account management; familiarity with CRM and revenue systems like Salesforce. 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