Technical Customer Success Manager, Polly

Salary not provided

SQL

AWS

GCP

Postgres

Kibana

Sentry

Postman

Mid and Senior level

San Francisco Bay Area

3 days a week in office

End-to-end capital markets ecosystem platform

Open for applications

End-to-end capital markets ecosystem platform

101-200 employees

FintechB2BEnterpriseBig dataLending

Open for applications

Salary not provided

SQL

AWS

GCP

Postgres

Kibana

Sentry

Postman

Mid and Senior level

San Francisco Bay Area

3 days a week in office

101-200 employees

FintechB2BEnterpriseBig dataLending

Company mission

To help capital markets and secondary teams operate faster, smarter, and more profitably with best-in-class technology configured for each customers' unique workflows and needs.

Job

Company

Role

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
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

What the job involves

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

Our take

Many of the processes in the mortgage industry have remained unchanged for decades, and huge amounts of money are spent on tasks that have the potential to be automated. This is the gap that Polly fills, with its SaaS solution for mortgage lenders, that can automate mortgage loan pricing and sales, as well as offering data-driven analytical insights.

In an industry worth trillions of dollars, Polly has found its place in providing flexible and innovative time-saving solutions for repeatable mortgage capital market tasks. With product and pricing, loan trading, and analytics capabilities, the company offers its clients comprehensive control to modernize their workflows and has enjoyed rapid growth and an increasing customer count.

Funding raised by Polly is cited to go towards accelerating innovation - including by investing in AI and ML capabilities - as well as growing its ecosytem of partners, hiring talent, and delivering even better products for its customers.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

12% employee growth in 12 months

Glassdoor (4.2)

Company

Funding (last 2 of 3 rounds)

Sep 2024

$25m

GROWTH EQUITY VC

Jan 2022

$37m

SERIES B

Total funding: $77m

Company benefits

Competitive salaries
100% paid medical/vision/dental/disability/life insurance
Unlimited PTO
Remote environment

Company HQ

Financial District, San Francisco, CA

Leadership

Adam Carmel

(CEO)

They worked as the VP of Provident Funding Associates for over 6 years before founding Ethos Lending in April 2019. After over 5 years, they left this CEO position to found Polly in April 2019.

Salary benchmarks

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