Customer Success Manager

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.

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.
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.

No preferred qualifications provided.