Customer Success Manager, Academia

Job Description

Customer Success Manager, Academia

Sales: Customer Success

[Salary + OTE + Share Options + 33 days paid vacation (inc Federal Holidays]

Prolific

Prolific is not just another player in the AI space – we are the architects of the human data infrastructure that's reshaping the landscape of AI development. In a world where foundational AI technologies are increasingly commoditized, it's the quality and diversity of human-generated data that truly differentiates products and models.

For over 10 years we’ve helped leading academic researchers and institutions across the globe to carry out research that changes the world. Now, more than 35,000 researchers across academia and industry use Prolific to gather definitive human data and feedback from reliable, engaged, and fairly treated participants – with a new study launched every three minutes.

The Role

As an Academic Customer Success Manager at Prolific, you will develop existing relationships with academic researchers and proactively source new relationships with key stakeholders across US campuses. Your primary goal will be to drive adoption and increase revenue by identifying and engaging potential customers through outreach, meeting them 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 in the role

• Establishing, initiating, and building relationships with our highest potential academic customers, including those with whom we have no prior engagement
• Proactively sourcing and building a pipeline of new contacts within target institutions through cold outreach and networking efforts
• 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 this role

• Experience working with academic researchers, higher education institutions, or public sector organizations
• Proven track record of exceeding expectations against commercial targets in a customer-facing role in a B2B technology company (customer success, sales)
• Demonstrated ability to build and manage a network of contacts within academia, starting from cold outreach
• 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
• Energized when speaking face to face & running work shops
• A personal interest in research

Why Prolific is a great place to work

We've built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high-quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems.

We believe that the next leap in AI capabilities won't come solely from scaling existing models, but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation – one that reflects the breath and the best of humanity.

Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission-driven culture.

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By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organisation planning. Prolific's Candidate Privacy Notice explains what personal information Prolific may process, where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific use of your personal information.