Customer Success Manager

What You’ll Do: Build strong, proactive relationships with customers to ensure their satisfaction and long-term 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. Compose thoughtful, personalized responses for a variety of customer requests, ensuring client satisfaction and retention. Lead the renewal motion in partnership with the Account Management team. 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: Functional Mastery of Customer Success: 5+ years in a customer success or adjacent roles (support, account management, project management, etc.,) with track record of results and enduring impact Customer Relationship Management: Builds and maintains trusted, long-term customer relationships through proactive engagement, clear communication, and a strong commitment to service excellence. Anticipates customer needs, manages expectations effectively, and drives positive outcomes across the customer lifecycle. Technical Acumen: Applies strong technical expertise and experience in high-growth environments to understand customer workflows, systems, and business objectives. Effectively translates complex product capabilities into practical, value-driven solutions. Solution Architecture: Designs durable, scalable solutions that align customer needs with Polly’s platform capabilities. Moves beyond reactive support to proactively architect workflows and strategies that drive measurable value and long-term success. Renewal Discipline & Risk Mitigation: Proactively identifies and addresses renewal risks and adoption challenges. Maintains rigorous standards in communication, forecasting, and execution to protect customer trust and drive retention. Cross-Functional Collaboration: Partners effectively with Sales, Product, Support, and other internal stakeholders to advance customer success. Shares context proactively, aligns teams around priorities, and presents a unified “one team” approach to the customer.