Customer Success Manager, Poll Everywhere

• If you’re passionate about building strong partnerships, championing customer outcomes, and driving continuous improvement, we’d love to hear from you
• 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)

Desirable

• We understand that long-term success depends on strong customer relationships—so we’re growing our Customer Success team with a dedicated Customer Success Manager (CSM)
• In this role, you’ll manage a portfolio of clients, ensuring they realize the full value of our platform
• You’ll be responsible for day-to-day account management, building value-driven relationships that foster product adoption, revenue growth, and expanded usage
• Reporting to the Customer Success Team Manager, you’ll use your expertise in managing multiple accounts and working cross-functionally to identify opportunities for growth and improvement, as well as proactively identify and communicate risks
• At Poll Everywhere, we embrace a growth mindset, a commitment to excellence, and the autonomy to make meaningful decisions
• You’ll collaborate closely with Sales, Product, and Customer Support teams to advocate for your clients and deliver an exceptional customer experience
• 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
• Retention & Customer Health:
• 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
• Expansion & 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
• Onboarding & Adoption:
• 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
• Strategic Collaboration & Customer Advocacy:
• 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