Customer Success Manager

Summary

Join Poll Everywhere's Customer Success team as a Customer Success Manager (CSM) and manage a portfolio of clients, ensuring they fully utilize the platform. You will be responsible for day-to-day account management, building relationships to foster product adoption and revenue growth. Reporting to the Customer Success Team Manager, you will identify growth opportunities, communicate risks, and collaborate with other teams. This role requires a growth mindset, commitment to excellence, and the autonomy to make meaningful decisions. You will advocate for clients and deliver exceptional customer experiences. If you are passionate about building strong partnerships and driving continuous improvement, apply now.

Requirements

• 3-5 years in a Customer Success or Account Management role
• 1-2 years of experience supporting SaaS products
• Strong communicator with excellent attention to detail
• Strong organizational skills with effective time management skills
• Proven ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level (internal and external)
• Strong interpersonal, customer service, and communication skills with the ability to influence and guide internal and external stakeholders to act in high-impact situations
• Excellent problem-solving skills and a proactive mindset
• Continuous learning mindset with a proven track record of consistently exceeding KPIs
• Motivation, flexibility, and the ability to work independently and as part of a team
• Experience working with the Higher Education sector and Learning Management Systems (LMS)

Responsibilities

• Guide customers through each phase of their customer journey from onboarding to renewal while delivering clear, actionable insights and value
• Be the trusted advisor and main point of contact for a broad portfolio of customers across different lifecycles
• Manage account health to meet KPIs around retention, customer growth, satisfaction (CSAT), and product engagement. Proactively identify risks and opportunities early, turning insights into action plans
• Be an internal advocate for customers within your book of business; consistently gather feedback on their requests and pain points, acting as the voice of the customer by relaying customer needs to the product team, and finding realistic and appropriate solutions
• Leverage customer success experiences to proactively identify, troubleshoot, and resolve client issues, ensuring a seamless and positive customer experience
• Manage and build strong, multi-threaded relationships with key and strategic customers with the objective of driving account adoption, retention, and growth
• Meet regularly with customers for health checks to review product adoption and provide specific, actionable guidance on how they can get more value from the product
• Proactively monitor and identify usage trends to uncover renewal risks and promote greater adoption rates
• Review and audit your book of business to identify any gaps that could impact overall customer health and work on remediation tasks that result from those reviews
• Partner with Customer Success leadership to align on strategic priorities, share customer insights, and drive cross-functional initiatives that improve onboarding, product adoption, risk mitigation, and customer growth
• Proactively identify expansion opportunities and partner with Sales to drive customer growth
• Conduct quarterly or bi-annual business reviews with customers, including usage metrics and progress on their success plan
• Advocate for your customers’ needs by gathering feedback, monitoring account health to mitigate risk, and sharing market intelligence to influence product strategy and roadmap decisions
• Collaborate with Account Executives to have smooth account handoffs in preparation for delivering outstanding onboarding experiences for new customers
• Create scalable campaigns to educate our most valued customers, reduce time to value, and foster increased product adoption so they become Poll Everywhere champions
• Engage appropriate team members from cross-functional groups such as sales, marketing, support, and product to help address any underlying causes of churn and dissatisfaction
• Secure customer feedback and share internally to influence the product roadmap
• Deliver data-driven insights by collaborating with customers to define and track key success metrics, providing reporting that showcases ROI to highlight business value and inform strategic decisions

Preferred Qualifications

• Experience working with B2B2C customers
• Experience with CRM tools (e.g. Salesforce, Hubspot) and customer success platforms (e.g. Totango, Gainsight, Churn Zero)

Benefits

• $89,000 - $115,000 a year
• Medical, dental, and vision benefits - We cover 100% of your premiums for the base plan and 50% for dependents’ medical enrollment
• PPO medical, dental, and vision plans and an HSA/FSA
• Up to a $100 monthly company match to your Health Care FSA or HSA account
• Annual incentive bonus of up to 7%, distributed on a quarterly basis