Customer Success Manager at Polly

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Jan, 26

Salary

0.0

Posted On

07 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, Team Leadership, Project Management, Communication Skills, Collaboration, Technical Skills, Customer Satisfaction, Cross-Selling, Upselling, Customer Training, Customer Feedback, Problem Solving, Escalation Management, Data Analysis, Stakeholder Engagement, Best Practices

Industry

Software Development

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 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! \n What You’ll Do: 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 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. 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 their Polly 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 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 hands-on approach and willingness to dive into the details and lead the team by example. 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

How To Apply:

Incase you would like to apply to this job directly from the source, please click here

Responsibilities

Build strong relationships with customers to ensure satisfaction and success while proactively identifying opportunities for upselling. Track customer health metrics and provide support for escalated issues, contributing to a seamless customer experience.