What Do Polco CSMs Do?

  • 19 December 2021
  • 0 replies


Customer Success Managers, otherwise known as CSMs, form a direct relationship with customers and help them achieve their goals on Polco. Think of us as an extension of your team. 


Customer Success Managers focus on excellent customer relationship management, drive effective product adoption, and serve as an internal advocate for customers.


To do this, CSMs continuously work on educating and training customers while supporting their articulated goals on Polco. They work cross-team daily for this level of success management. If you’re looking for a specific answer or tutorial that you cannot find, please let us know! It’s a big goal of ours to identify room for improvement and develop new content to help all succeed on Polco.


Internally, CSMs serve as the voice of the customer; externally, they serve as a customer’s point of contact for support, escalation, education, goal-setting and metrics for use. We advocate for your needs to our team of engineers, data analysts, research scientists, and others.


CSMs engage with customers from Sales handoff throughout the customer journey, kicking off their experience on Polco, engaging midyear with a metrics review and supporting their goals and growth throughout their lifecycle. 


If you have any questions regarding your profile or need assistance using provided resources, please don’t hesitate to reach out to any of Polco’s CSMs. We’re happy to help!


Meet the team! 


Heather Locke, Director of Customer Success








Suleima Garcia, Customer Success Manager








Emily Cook, Associate Customer Success Manager


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