Client Success Manager - Polling Tools and Products

Responsibilities

• Serving as first point of contact and advocate for clients using our polling products, triaging incoming requests, resolving what you can, and escalating to engineering or data science when deeper troubleshooting is needed
• Proactively identifying and pitching relevant use cases and features to clients to maximize tool adoption and value
• Partnering with our internal teams to think through and solve the novel challenges that come with getting new tools into the hands of a diverse community of users for the first time
• Onboarding new client users to our polling tools and interfaces, including guided walkthroughs, training sessions, and materials that meet clients where they are technically
• Writing and maintaining product documentation: user guides, FAQs, release notes, and how-to resources that help clients self-serve and reduce friction as we ship new features
• Tracking client feedback, feature requests, and recurring support themes to surface patterns, prioritize improvements, and inform the product roadmap alongside engineering and data science
• Providing product feedback to engineers to improve our tools for internal and external usage, including the interfaces clients and internal teams use to access and interact with our research

Qualifications

• At least 3–4 years of professional experience
• Prior experience in a customer support or client success-style role
• Prior experience or strong familiarity with survey research, polling, or public opinion work, either in campaigns, political consulting, advocacy, or a research organization
• Can comfortably read and interpret crosstabs, toplines, and basic survey data without technical support
• Strong oral and written communication skills, especially in a remote environment
• Enjoy spending as much of your time interacting with other people as you do reading data
• Desire to work in multi-disciplinary teams with engineers, machine learning data scientists, statisticians, and political experts, and are excited to serve as the bridge between technical and non-technical stakeholders
• Enjoy and have experience working in fast-paced environments turning around a high volume of relatively small projects
• Interested in and passionate about progressive politics; willing to engage with the wider progressive political ecosystem and develop domain knowledge in addition to research expertise
• Solutions-oriented, have strong attention to detail, and are a creative thinker who isn't daunted by open-ended research questions
• Are a kind person and a team player who contributes to a warm working environment

Compensation: Salary range: $90-$140k per annum, commensurate with experience. Medical, dental, and health benefits.