Head of Customer Success

Polly
Polly

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Sales & Business Development, Customer Service

Dallas, TX, USA

Posted 6+ months ago
Who You Are:
You are a strategic and results-driven leader with a deep passion for customer success, health, and happiness; including ensuring the customer realizes the full value/ROI of the products purchased. You are a strong leader who will hold your team accountable to the company’s values, team objectives and KPI’s. You thrive in high-growth environments, leveraging your expertise to drive customer engagement, expand relationships, and enhance revenue. With a strong background in SaaS and customer excellence, you excel at building and scaling high-performing teams, fostering a culture of excellence, and delivering best-in-class customer experiences. You are eager to shape the future of mortgage finance for the country, and drive long-term value for Polly’s clients.
Does this sound like you? If so, apply today & let’s start the conversation!

What You’ll Do:

  • Lead, mentor, and scale the Customer Success team, fostering a high-performance and results-oriented culture focused on customer engagement, retention, and expansion.
  • Develop and execute strategic account plans to drive client satisfaction, revenue growth, and long-term partnerships.
  • Build and nurture strong executive relationships with key clients, positioning Polly as a trusted advisor and industry leader, while ensuring the customer success managers build and nurture multiple relationships through each account.
  • Proactively identify opportunities to expand accounts in close partnerships with the sales organization.
  • Collaborate closely with Sales & Marketing, Product, and Support teams to enhance the customer journey and provide feedback that informs product innovation.
  • Drive operational excellence by optimizing systems, processes, and methodologies to improve efficiency and scalability within Customer Success. Analyze key performance metrics, including customer health scores, retention rates, and expansion opportunities (white space), to drive continuous improvement.
  • Serve as the voice of the customer and advocate for the customer, ensuring their feedback is integrated into Polly’s product and service offerings.
  • Stay ahead of industry trends and market shifts to proactively address customer needs and competitive dynamics.

What You Have:

  • 12+ years of experience in Customer Success, with at least 5 years in a leadership role.
  • Technical Acumen: Experience working with complex, highly technical products with the ability to translate product depth into customer value.
  • Scaling Experience: Proven track record in a key customer-facing role during major scale-up phases (e.g., ARR growth from ~$10M → $50M+ → $100M+) and grew the customer base from fewer than 50 to 100 to 200 to 500 in a builder role.
  • Impact Focus: Strong track record of driving customer retention, expansion, and success through strategic account management and engagement.
  • People Leadership & Development: Demonstrated ability to build, lead, manage, and inspire high-performing teams. Strong track record of mentoring and developing top talent into future leaders.
  • Operator & Integrator: Brings operational rigor and an in-the-trenches leadership style, balancing vision with flawless execution.
  • Efficiency & Execution: Embodies an 80/20 mindset with a proven ability to “build the rocket ship while flying it.”
  • Systems Thinker: Recent examples of building scalable infrastructure, systematizing customer processes, optimizing tech stacks, implementing repeatable playbooks, and creating a unified customer experience.

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 <5% of those that enter the interview process are presented with an offer.
  • Disruptive Mission: Mortgage capital markets is historically an under-innovated space; Polly is committed to changing that. Our purpose-built platform has reimagined and reinvented the way that our lender customers operate. We are seeking passionate and driven builders who are not interested in accepting the status quo.
  • Individual Impact & Growth: Every day, the Polly team doesn’t just work—they contribute to our overarching mission. Individual impact is highly visible and everyone’s voice matters. You will have exposure to every level of leadership, cross-functional teams, and impactful projects, giving you a unique opportunity to build and hone your skills.
  • Hybrid Workplace with Innovation at the Core: Here at Polly, we believe in blending flexibility with in-person collaboration. With a hybrid model, our employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco (remote available for this role, hybrid strongly preferred), driving forward-thinking solutions and fostering teamwork.

Employee Benefits:

  • Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.
  • Comprehensive Health Coverage: Employees enjoy 100% company-paid medical, vision, dental, disability, and life insurance, granting peace of mind.
  • Flexible Vacation, Done Right: Take time off to recharge when you need it with Polly’s flexible, non-accrued vacation policy—because we trust you to balance work and life.
  • Hybrid Environment: Polly employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco.
Let's get to know each other.
Polly has pioneered the next generation of mortgage capital markets technology with its cutting-edge, data-driven platform. Its enterprise-grade solutions, including the industry's only cloud-native, commercially scalable product, pricing, and eligibility (PPE) engine and first-of-its-kind Polly/™ AI platform, empower the nation's top banks, credit unions, and mortgage lenders to increase profitability, automate workflows, and revolutionize the loan officer and broker experiences. As a mortgage technology trailblazer, Polly is committed to driving meaningful value and ROI through best-in-class innovation that enables unlimited configurability, flexibility, granularity, and scalability. Polly was founded by a seasoned team of mortgage capital markets and technology experts and is headquartered in San Francisco, California. Recognized as a pioneer in mortgage capital markets, as well as in culture and career development, Polly was named to Forbes' America's Best Startup Employers in 2025. This evaluation was based on three key criteria: Employer Reputation, Employee Satisfaction, and Company Growth.
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 the Polly brand or our 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@polly.io. We care deeply about this network and your experience.

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