Customer Success Manager



Great Lakes, North Chicago, IL, USA
Posted on Saturday, November 11, 2023

About You

We value high learning agility and passion just as we value prior experience. Here are some characteristics that may describe you:

  • Organized and systematic problem solver
  • Exceptional relationship builder
  • Strong verbal and written communication skills
  • Excited about working hands-on with clients to get the most of the Polimorphic experience
  • Enthusiasm about bringing innovation to complex systems
  • Interest working in a startup environment
  • Interest in working with government
  • Experience in answering customer support requests via phone, email, and Zoom
  • Desire to shape our company's culture as one of our earliest employees. You'll be a champion of our values!


  • Prior experience working in government or public sector
  • Familiarity with the Great Lakes Region
  • 1-2+ Years of Experience onboarding clients to SaaS product
  • Experience delivering customer feedback to product teams
  • Experience triaging bug fixes for the engineering team
  • Experience working in a startup environment

Your Responsibilities


  • Onboard each new customer: some will be remote, some will be hybrid in-person, some will be fully implemented in-person
  • Regular travel to customers expected

Customer Support

  • Probe deeper on feature requests to understand the underlying need
  • Provide customer support via phone, email, and Zoom during business hours

Relationship Management

  • Announce new features to customers
  • Develop relationships with existing customers and generate new business through referrals
  • Upsell existing customers in conjunction with the sales team
  • Attend regional conference that our customers are a part of

Product Development

  • Work with product team to build training content and documentation for new and existing features
  • Communicate bugs, feedback, and questions from customers and deliver to product team

Compensation and Benefits

  • Competitive compensation
  • Health and dental insurance
  • Opportunities for career development
  • Flexible working hours and vacation

Our Process

We value being as transparent as possible about our process. This is what you can expect from our interview process

Initial Screen with Rachel Yee, Head of Operations + Jason Bohner, Operations Analyst

  • An opportunity to get to know each other and learn more about the role

Hiring Manager Call with Tyler Smith, Director of Client Success

  • Drill down into more specifics about how you will be working with the CS team

Case Study with Tyler Smith, Director of Client Success

  • The prompt will be sent ahead of time is for a discussion based case study you’ll be having - we believe this a fairer, more accurate way to get a loose sense of how you think through problems on the fly.
  • This exercise shouldn’t require any prior preparation, though we’re sharing it in advance to help you think through your approach and not have to worry about getting caught off guard. If you have any questions, happy to chat through before.

Calls with Parth Shah, CEO and Kim Scerbinski, Design Lead To get a better understanding of how your role will interact with the rest of the team

References Three references (ideally a mix of managers and peers)