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Technical Customer Success Manager
Polly
IT, Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted 6+ months ago
Who You Are:
You are a technical problem solver with a customer-first mindset and a knack for relationship building. You thrive in a fast-paced, collaborative SaaS environment and are energized by both tackling complex issues and nurturing long-term customer relationships. You’re equal parts trusted technical advisor and strategic partner, eager to work at the intersection of support, success, and product.
Does this sound like you? If so, apply today & let’s start the conversation!
What You’ll Do:
- Act as the primary technical contact for assigned accounts, ensuring a seamless post-sale experience and long-term success.
- Diagnose and resolve complex technical issues, coordinating with Engineering and Product for timely solutions.
- Own the customer relationship end-to-end from onboarding and training to renewals and upsell opportunities.
- Lead regular check-ins and business reviews to assess performance, gather feedback, and identify expansion opportunities.
- Collaborate cross-functionally to surface customer needs, recurring issues, and influence product roadmap decisions.
- Monitor account health using alerts and performance data to detect and address issues proactively.
- Provide clear, empathetic, and technically accurate responses to client inquiries.
- Document solutions and workflows to support scalable service delivery.
- Educate customers on new features and best practices as a trusted product advisor.
- Assist the Professional Services team with technical configuration and implementation as needed.
What You Have:
- 3+ years of experience in Technical Account Management or a Customer Facing Technical Support role
- Strong technical foundation with experience supporting web-based software, APIs, and cloud infrastructure (AWS/GCP).
- Proficient with debugging (e.g., Postman, Chrome DevTools), log analysis (e.g., Kibana, Sentry), and querying databases (e.g., SQL/Postgres).
- Demonstrated success in cross-selling or upselling, ideally within a platform-based SaaS model.
- Clear, professional communication skills with the ability to explain technical concepts to diverse audiences.
- High emotional intelligence and poise when navigating sensitive or high-pressure situations.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Why Join Polly?
- We are attacking a trillion-dollar market with gross inefficiencies and seeking to transform the way an entire industry operates
- You will have an impact on the design, architecture and implementation of markets that are often called the engine of US economy
- We value drive for excellence, independent thinking, teamwork and curiosity
- You will work with both government backed and industry leading companies to create a digital pipeline that facilitates real time trading of loans
- 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 PTO
- Hybrid environment; 3x weekly in an innovation hub in San Francisco or Dallas.
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.
Beware of recruitment scams impersonating Polly brand or employees. Our team communicates only through official Polly channels, and we will never ask for sensitive information over text or conduct text-only interviews. If you are ever suspicious or in doubt, reach out to us directly at peopleteam@pollyex.com. We care deeply about this network and your experience.