Customer Success Team Manager, Poll Everywhere
$125-160k
Engage your audience.
Job no longer available
Engage your audience.
21-100 employees
Job no longer available
$125-160k
21-100 employees
Company mission
Enable audience engagement through live, inclusive conversations.
Role
Who you are
- If you’re passionate about leadership, customer advocacy, and continuous improvement, we’d love to have you join our team
- Proven experience leading and cultivating Customer Success teams. 2-5 years of experience managing a team of 3-6 Customer Success Managers
- We are looking for someone who has experience with performance management and enhancing teams
- 5+ years of successful track record in supporting SaaS products in a customer success role, managing the company’s largest strategic customers and exceeding success metrics
- Proven abilities to coach, influence, motivate, and empower employees to achieve their best while maintaining high employee morale
- Analytical skills to derive meaningful insights from customer data. Experience using a CRM/Success platform (Salesforce, Totango, Gainsight, ChurnZero)
- Excellent communication skills and the ability to collaborate across the organization
What the job involves
- Poll Everywhere has spent 15 years building innovative software that serves both corporate and educational customers, and we know that a strong Customer Success team is essential to long-term success
- That’s why we’re looking for a Customer Success Team Manager who can elevate and mentor our Customer Success Managers (CSMs) while refining the strategies that drive retention and customer satisfaction
- If you are a leader who thrives on coaching, being deeply involved in day-to-day operations—listening to calls, offering immediate feedback, and jumping in to support complex customer interactions, this role offers the perfect opportunity to make a significant impact
- As the Customer Success Team Manager, you’ll report to our Director of Sales and Customer Success and focus on providing actionable coaching, refining customer engagement strategies, and ensuring our CSMs are fully equipped to deliver outstanding experiences
- You will analyze customer data, review performance metrics, and offer real-time feedback to help your team optimize their approach
- Your leadership will directly influence customer retention, product adoption, and revenue growth, making this a key role in the overall success of Poll Everywhere
- Team Development & Coaching Excellence: Drive meaningful growth across your team of CSMs through structured coaching and clear progression paths. Success means consistently delivering mentorship and feedback that helps your team reach their full potential
- Customer Health & Retention: Meet or exceed clear customer retention rates by guiding your team in proactive account management and early risk identification
- Your leadership will enhance existing churn intervention and mitigation strategies at both a strategic and individual account level
- Revenue Growth Through Customer Success: Partner with senior sales stakeholders to guide your team in identifying strategic growth opportunities that align with genuine customer needs
- Success in this role means maintaining high customer satisfaction that creates opportunities for account growth
- Operational Excellence & Innovation: Grow and implement thoughtful processes that enhance team effectiveness and scale our success
- You'll gather valuable customer insights to influence our product direction while creating repeatable practices that support our growth
- Provide direct, tactical coaching to a team of 5 Customer Success Managers (CSMs) in their day-to-day responsibilities, including driving customer outcomes through customer strategy calls and proactive outreach
- Conduct comprehensive call reviews and provide constructive, actionable feedback to enhance your team’s skills so they can achieve stronger customer relationships and drive retention
- Hold regular one-on-one coaching sessions with each team member to review individual CSM performance and customer interaction metrics, report on team performance, and conduct plans to improve performance and capabilities when needed
- Support CSMs in furthering product knowledge and customer insights through regular expertise sharing, organizing trainings with the team, or participating in the creation of strategies that drive product adoption, value realization, and delight our customers throughout the duration of the customer lifecycle
- Assist CSMs in preparing for and documenting customer interactions to ensure accurate records and effective follow-ups that improve customer engagement, track key insights, and enhance retention efforts
- Monitor trends within customer segments and provide immediate guidance on specific customer engagement challenges
- Lead quarterly team performance reviews for all 5 Customer Success Managers and strategic planning sessions
- Analyze team and individual performance metrics to identify opportunities for improvement. Prepare and present performance reports to our leadership team, highlighting key insights and areas for growth
- Refine the team's approach to proactive customer management to help them implement new strategies for customer expansion and retention anchored in past experience
- Drive strategic alignment through cross-functional meetings, synthesizing customer feedback and team insights to influence product development, enhance sales effectiveness, and shape customer success initiatives
Application process
- An important part of our interview process is understanding why this position and our mission particularly resonated with you
Our take
In recent years, the popularity of online presentation tools has surged significantly. While the basic live-meeting software model is straightforward, these platforms have often grappled with a notable drawback: an inability to engage live audiences as effectively as in-person meetings. This results in a substantial gap in audience engagement and feedback, ultimately diminishing the effectiveness of presentations.
Poll Everywhere wants to fix this. Its product, a solution for live audience engagement and feedback, allows presenters to gather responses from every participant, presenting the results instantly and generating real-time data for presenters, trainers, and event managers.
With a strategic focus on large corporate clients, Poll Everywhere boasts adoption by over 75% of the Fortune 500 and has already assisted over 4M presenters. The company has solidified its position as a market leader, and amidst growing competition, its primary focus will be on preserving and strengthening its standards in this dynamic.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
May 2008
$0.1m
SEED
Total funding: $0.1m
Company benefits
- Health, Dental and Vision plan
- 401K matching program
- $150/month internet & cell phone reimbursement
- 23 PTO days
- $500 Annual self-development budget
- $500 stipend to support a successful remote work setup
- Discounted pet insurance
- 9 Company Holidays
- And more!
Company HQ
Financial District, San Francisco, CA
Leadership
Robert Graham
(CEO)Has served as Polly Everywhere's CEO since early 2022. Previously worked as a Software Engineer at Oracle and Trustwave.
Matt Diebolt
(CTO)Graduated from the University of California, Berkeley with a Bacheror's degree in Mathematics. Joined Poll Everywhere as the Director of Engineering in 2012 and was promoted to Chief Technology Officer in 2022.
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