Customer Success Manager

Summary

Join Prolific as a Customer Success Manager, AI and ensure key AI customers have a positive experience and exceed their research goals. You will build relationships with stakeholders, understand their business, and support them in maximizing platform value. Responsibilities include driving account growth, building relationships, accelerating onboarding, holding discovery calls, collecting customer feedback, and representing Prolific. The ideal candidate possesses prior customer-facing experience, a proven track record of exceeding expectations, strong communication skills, and the ability to work cross-functionally. A desire to learn and grow is essential. Prolific offers a competitive salary, benefits, and remote work opportunities within a mission-driven culture.

Requirements

• Prior experience in a customer-facing target-driven environment (e.g. sales, customer success, recruitment), ideally working with strategic accounts
• Proven track record of exceeding expectations against commercial targets in a customer-facing role in a B2B technology company (customer success, sales)
• The ability to effectively bridge technical and non-technical communication, enabling smooth customer interactions and minor issue resolution
• The ability to take ownership of projects, working cross-functionally to ensure their success
• Great listening and communication skills, ability to build strong relationships with customers
• A proven track record of initiating and leading successful growth and retention initiatives, working with a cross-functional team
• A desire to learn fast and grow

Responsibilities

• Drive growth in existing accounts
• Build relationships with AI accounts and identify ways to grow and retain spend
• Accelerate onboarding time and revenue impact from new customers onboarded by the Strategic Account Executives
• Hold discovery calls with new Researchers within those accounts and securing new registrations from Researchers who could benefit from the Prolific platform
• Collate and share customer feedback with internal teams including Product & Marketing
• Be a great ambassador for Prolific e.g. on social media, at events and in interactions with prospects
• Attend conferences in the UK and meeting with customers in the USA

Preferred Qualifications

• Experience or personal interest in research (either academic or commercial)
• Experience or interest in AI and LLM development
• Direct experience working with technical buyer personas

Benefits

• Competitive salary
• Benefits
• Remote working