Senior Domain Architect – Service Operations, CRM
Farmers Insurance
CloudITSMServiceNow
Customer Success Manager
Polly
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Build strong, proactive relationships with customers to ensure their satisfaction and long-term success.
- Proactively cross-sell and upsell products and services to existing clients, identifying opportunities to expand relationships and increase revenue.
- 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 renewal motion.
- 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.
Requirements
- 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.
Benefits
- Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.
- Comprehensive Health Coverage: 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer relationship managementproject managementcustomer health metricsKPI trackingcross-sellingupsellingcustomer trainingescalation handlingbest practices establishmentcustomer feedback analysis
Soft skills
communicationteam leadershipcollaborationcustomer serviceproblem-solvingproactivityrelationship buildingorganizational skillsattention to detailadaptability
