Job description
For over 15 years, Poll Everywhere has built innovative software that empowers both corporate and educational institutions to create more inclusive and engaging experiences. 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. If you’re passionate about building strong partnerships, championing customer outcomes, and driving continuous improvement, we’d love to hear from you.
Key Performance Objectives
- 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.
Your daily impact
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.
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.
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
Skills you need to be successful in the role
- 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).
Nice to haves
- Experience working with B2B2C customers
- Experience with CRM tools (e.g. Salesforce, Hubspot) and customer success platforms (e.g. Totango, Gainsight, Churn Zero)
$89,000 - $115,000 a year
A PollEvian’s compensation package includes an annual base salary and a comprehensive benefits package. Our total rewards package includes medical, dental, and vision benefits - We cover 100% of your premiums for the base plan and 50% for dependents’ medical enrollment. We offer 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.
Our salary ranges take into account a wide range of factors that are considered in making compensation decisions including but not limited to: the breadth and number of direct years of experience for the role we are hiring for within the SaaS industry, based on our company size. All salaries at Poll Everywhere also have a geographic differential associated with the resident location at which the position may be filled.
The hiring salary range for this role is $89,000 to $115,000 annually in most geographic locations across the United States. At the time of your initial call with our talent team please be ready to confirm your current residential location. As part of the compensation package for this role, you will be eligible for an annual incentive bonus of up to 7%, distributed on a quarterly basis. This bonus is directly tied to the performance of the Customer Success Manager and Customer Success Team achieving their Net Revenue Retention (NRR) targets, with payouts contingent on meeting or exceeding these key goals. The total OTE for this role will range from $95,230-$123,050.
Our users come from all kinds of communities, and so do PollEvians. We want to work with great people from a wide variety of backgrounds who put a lot of care and pride into their work. We’re committed to providing you with opportunities to learn, and we’re looking to hire people with good judgment.
If you don’t meet 100% of the above qualifications or check off all the boxes, you should still seriously consider applying. An important part of our interview process is understanding why this position and our mission particularly resonated with you.
