Technical Customer Success Manager
San Francisco, CA / Dallas, TX
Customer Support /
Full-time /
Hybrid
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.
Does this sound like you? If so, apply today & let’s start the conversation!
What You’ll Do:
- Act as the primary technical contact for the Customer success team, ensuring a seamless post-sale experience and long-term success.
- Diagnose and resolve complex technical issues, coordinating with Support and Product for timely solutions.
- Collaborate with CSMs to surface customer needs, recurring issues, and influence product roadmap decisions.
- 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.
- Guide customers through production configurations for capital markets use cases, ensuring compliance and functionality.
- Lead product training for loan officers and admins to drive adoption and reduce support dependency.
- Facilitate third-party integrations by managing API credentialing, environment setup, and technical troubleshooting.
- Conduct research and implement updates within backend admin systems using JSON, with thorough documentation via internal ticketing.
- Provide hands-on assistance when customers make production changes, offering best practices and mitigation strategies.
What You Have:
- 5+ 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, PXA), log analysis (e.g., Kibana, Sentry), and querying databases (e.g., SQL/Postgres).
- 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.
Why Join Polly?
- We are attacking a trillion-dollar market with gross inefficiencies and seeking to transform the way an entire industry operates
- You will have an impact on the design, architecture and implementation of markets that are often called the engine of US economy
- We value drive for 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
- We have an experienced leadership team that previously built large and impactful platforms
- Outstanding opportunity for professional growth and upward mobility
- Direct engagement with the decision makers and senior business leaders
- Competitive salaries
- 100% paid medical/vision/dental/disability/life insurance
- Flexible PTO
- Hybrid environment; 3x weekly in an innovation hub in San Francisco or Dallas.
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.
