Head of Account Management

What You’ll Do:

• Lead and coach Polly’s Account Management function, serving as both a hands-on account owner and player/coach to one direct report. You’ll set the standard for excellence in commercial relationship management while actively managing a portfolio of key accounts.
• Drive account expansion and commercial growth, identifying and executing on cross-sell and upsell opportunities in close partnership with the Customer Success team, who lead renewals.
• Define and operationalize the Account Management charter, establishing clear goals, metrics, and scalable playbooks that balance customer value with business impact.
• Develop and execute strategic account plans to strengthen executive alignment, expand product adoption, and position Polly as a long-term strategic partner.
• Cultivate deep, multi-threaded relationships across customer organizations, ensuring Polly is seen as a trusted advisor and embedded in clients’ strategic initiatives.
• Collaborate cross-functionally with Customer Success, Product, and Revenue Operations to deliver a cohesive customer experience and align on growth opportunities.
• Continuously improve systems, processes, and insights to increase visibility, efficiency, and effectiveness of commercial account management activities.

What You Have:

• 8+ years of experience in Account Management, Customer Success, or Revenue-focused roles within a SaaS or technology company, with proven success owning and growing complex customer portfolios.
• Commercial Acumen: Demonstrated success driving expansion, cross-sell, and strategic growth within existing customer accounts, in close partnership with Customer Success and Revenue Operations.
• Scaling Experience: Proven track record of leading account management or customer-facing teams through major growth phases (e.g., ARR growth from ~$10M → $50M+ → $100M+) while expanding the customer base and deepening account penetration.
• High-Growth / Start-Up Familiarity: Hands-on operator who thrives in dynamic, high-growth SaaS environments and can balance strategic thinking with tactical execution.
• Relationship Builder: Deep experience engaging with senior executives at enterprise customers, developing trusted partnerships that translate into measurable business outcomes.
• Data-Driven Operator: Skilled at using data to prioritize opportunities, forecast expansion potential, and evaluate account health; comfortable building reporting rhythms and metrics that drive accountability.
• Player/Coach Leadership: Demonstrated ability to lead and develop talent while personally managing key accounts; capable of scaling a function and setting the standard for commercial excellence.
• Systems Thinker: Experience implementing scalable processes, playbooks, and tools to improve efficiency and consistency in account management; familiarity with CRM and revenue systems like Salesforce.

Why Join Polly?

• High Bar of Talent: Polly consistently performs in the top quartile of start-up companies, and we consider the people of Polly the engine helping us achieve success. Many candidates choose Polly because of the collaborative, smart, and fun people that work here. We strive to hire the best to continue to raise that bar, and <5% of those that enter the interview process are presented with an offer.
• Disruptive Mission: Mortgage capital markets is historically an under-innovated space; Polly is committed to changing that. Our purpose-built platform has reimagined and reinvented the way that our lender customers operate. We are seeking passionate and driven builders who are not interested in accepting the status quo.
• Individual Impact & Growth: Every day, the Polly team doesn’t just work—they contribute to our overarching mission. Individual impact is highly visible and everyone’s voice matters. You will have exposure to every level of leadership, cross-functional teams, and impactful projects, giving you a unique opportunity to build and hone your skills.
• Hybrid Workplace with Innovation at the Core: Here at Polly, we believe in blending flexibility with in-person collaboration. With a hybrid model, our employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco (remote available for this role, hybrid strongly preferred), driving forward-thinking solutions and fostering teamwork.

Employee Benefits:

• Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.
• Comprehensive Health Coverage: Employees 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.
• Remote OR Hybrid Environment: This role can be remote (US only) or work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco.

Interview Process:

• Recruiting Screen - 30 minute 1:1 with a Polly Talent Team Member
• Initial Team Round - 45 minute 1:1 with the hiring manager
• Secondary Team Round [2] - 30 minute 1:1 with Peer or Cross Functional Team Members
• Assessment - Take Home Assessment + Assessment Presentation
• Post Assessment Rounds [2]- 30 to 45 minute Peer, Cross Functional Team Members, and/or Executive Rounds