Head of Account Management & Customer Success

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, the account management team objectives and KPI’s, and execute a rigorous and repeatable sales motion. 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 enterprise sales, 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 Account Management 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 account managers build and nurture multiple relationships through each account.
• Proactively identify opportunities to cross-sell and upsell Polly’s products and services, ensuring customers derive maximum value from our platform.
• 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 Account Management.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 Account Management and Customer Success, with at least 5 years in a leadership role.
• Proven success in managing and scaling high-performing teams in an enterprise (b2b) SaaS environment.
• Experience in hypergrowth and scaled environments.
• Deep understanding of the mortgage industry and/or FinTech is strongly preferred.
• Strong track record of driving customer retention, expansion, and success through strategic account management and engagement.
• Exceptional executive presence with the ability to build trusted relationships with C-level stakeholders.
• Excellent communication, negotiation, and presentation skills.
• Entrepreneurial mindset with a data-driven approach to decision-making.
• Experience working cross-functionally to align teams around customer success and business growth objectives.
• High level of emotional intelligence, resilience, and adaptability in a fast-paced environment.
• Has a strong will to win, is results oriented, and extremely driven.

Why Join Polly?

• We are transforming a trillion-dollar market with significant inefficiencies, driving innovation in the mortgage industry
• You will have a direct impact on shaping the customer experience and scaling a world-class Account Management & Customer Success function
• We value 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
• Our leadership team has a proven track record of building large and impactful platforms
• Outstanding opportunity for professional growth and upward mobility
• Competitive salaries and comprehensive benefits package
• Unlimited 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 [email protected]. We care deeply about this network and your experience.