Customer Success Team Manager

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.

At Poll Everywhere, we are driven by a growth mindset, the pursuit of excellence, and the autonomy to make impactful decisions. In this role, you will collaborate across teams—including Sales, Product, and Leadership—to share customer insights and refine our customer success methodologies. If you’re passionate about leadership, customer advocacy, and continuous improvement, we’d love to have you join our team.

Key Performance Objectives

• 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.

Daily & Monthly Responsibilities

• 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.

Quarterly Recurring Responsibilities

• 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.

Experience you need to be successful in the role

• 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.

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.

Poll Everywhere will never ask you to purchase hardware, supplies, or services before you start your work with us. Any job listing that asks you to pay for hardware (such as laptops or office equipment) for later reimbursement is fraudulent.