The role
As an Academic Customer Success Manager at Prolific, you’ll be focused on building strong, in-person relationships with academic researchers and key stakeholders across US campuses. Your primary goal will be to drive adoption and increase revenue by meeting customers face-to-face, developing deep insights into their institutional and research needs, and expanding Prolific’s reach within target institutions. You will identify opportunities to engage new researchers and teams, facilitate feature adoption, and support studies on-site. Working closely with colleagues across the business, you’ll ensure that customer feedback is relayed to internal teams, playing a key role in Prolific’s growth within the US academic market.
What you’ll be doing to the role
- Establishing & building relationships with our highest potential academic customers
- Developing and executing initiatives to increase visibility and awareness of Prolific at selected academic institutions in the USA.
- Defining and implementing strategies to grow and retain our key customers
- Advocating for our customers needs internally and creating a feedback loop
- Collaborating with a UK-based counterpart and our marketing team, initiate relationships with new researchers within our customer base and wider buying committees within academic institutions (e.g. procurement, finance, IT).
What you’ll bring to the role
- Experience working with academic researchers, higher education institutions, or public sector organisations.
- Proven track record of exceeding expectations against commercial targets in a customer-facing role in a B2B technology company (customer success, sales).
- Great listening and communication skills, ability to build strong relationships with customers
- Proven track record of initiating and leading successful growth and retention initiatives, working with a cross-functional team
- A desire to grow and learn fast
- Energised when speaking face to face & running work shops
- A personal interest in research
