Associate Customer Success Manager
Remote
Customer Success /
Full-time /
Remote
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 know that long-term success starts with strong customer relationships—so we’re expanding our Customer Success team with an Associate Customer Success Manager (Associate CSM) who’s eager to learn, grow, and build a meaningful career in customer success.
In this role, you’ll support the success of a portfolio of clients by helping them realize the full value of our platform. Working closely with experienced team members and reporting to the Customer Success Team Manager, you'll assist in day-to-day account coordination, learn to build value-driven relationships, and gain hands-on experience in product adoption and customer engagement. You’ll collaborate cross-functionally with Sales, Product, and Customer Support to support customer needs, surface insights, and begin identifying opportunities for growth and risk mitigation.
This role is ideal for someone early in their customer success journey who’s passionate about helping others, curious about how SaaS businesses grow, and excited to learn best practices in client management. At Poll Everywhere, we embrace a growth mindset, a commitment to excellence, and the autonomy to make meaningful decisions. If you're ready to start your career in Customer Success and grow with a company that values impact, collaboration, and continuous learning, we’d love to meet 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, satisfaction (CSAT), product engagement, and potential opportunities for account growth within your book of business.
- 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.
Your daily impact
- Retention & Customer Health
- Manage and build strong, multi-threaded relationships with customers to drive account adoption, retention, and growth.
- 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 priorities, share customer insights, and drive cross-functional initiatives that improve onboarding, product adoption, risk mitigation, and customer growth.
- Expansion & Growth
- 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.
- Conduct annual or bi-annual business reviews with customers including usage metrics and progress on their success plans.
- Onboarding & Adoption
- 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.
- Collaborate with Account Executives to have smooth account handoffs in preparation for delivering outstanding onboarding experiences for new customers.
- Strategic Collaboration & Customer Advocacy
- Engage appropriate team members from cross-functional groups such as sales, marketing, customer support, and product to help address any underlying causes of churn and dissatisfaction.
- Secure customer feedback and share internally to influence the product roadmap.
- Assist in tracking key customer metrics and preparing reporting that showcases ROI to highlight business value and contributes to customer success initiatives
Skills you need to be successful in the role
- 1-2 years in a customer-facing role such as customer support, customer success, or account management.
- Clear and confident communicator with strong attention to detail.
- Highly organized with the ability to manage time effectively and prioritize tasks.
- Eager to grow communication and presentation skills, including working with a variety of stakeholders.
- Strong interpersonal skills with a customer-first mindset and an interest in learning how to guide conversations toward impactful outcomes.
- Naturally curious and proactive when it comes to solving problems and seeking support when needed.
- Demonstrated eagerness to learn, grow, and take on new challenges with a track record of meeting or exceeding goals.
- Self-motivated, adaptable, and able to thrive both independently and as part of a collaborative team.
Nice to have's
- Experience working with B2B2C customers
- Experience supporting SaaS products
- Experience with CRM tools (e.g. Salesforce, Hubspot) and customer success platforms (e.g. Totango, Gainsight, Churn Zero)
- Experience working with the Higher Education sector and Learning Management Systems (LMS)
$70,000 - $97,000 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 $70,000 to $97,000 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 $74,900-$103,790.
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.
