Client Success Manager - Polling Tools and Products

Brightpath Technologies develops a wide range of cutting-edge products used by the most important progressive organizations in the country. Our research undergirds short-term and long-term strategy for advancing progressive causes and has a trusted track record among key decision makers. The Brightpath Technologies team has a storied history and has worked with central players to develop strategy and direct hundreds of millions of dollars of resources. The work produced by the team is widely regarded as among the most technically sophisticated in the space. If you join us, you'll be plugging into a diverse team of decorated engineers, PhD data scientists, and political insiders who are closely connected to some of the most important decision makers in the progressive ecosystem. Managers on the Research Team manage the day-to-day of our partnerships across the progressive community, as well as internally among our data scientists, machine learning engineers, and analysts to ensure delivery of high quality results on time. The insights from our polling products are used for understanding the issues important to the American public, what policies should be supported, how best to argue for them, and much more. We are responsible for polling products that are scalable, robust, accurate, and useful. We're a fast and dynamic team, and you'll be contributing to an increasingly rapid cadence of polling projects with a growing roster of clients from across the progressive political world. We're looking for you to bring your passion for politics, an ability to communicate research clearly to non-technical stakeholders, a strong attention to detail, and a desire to make a big impact on a timeline. We offer a competitive salary, medical, dental, and health benefits, and the ability for you to be your full self at work! Salary range: $90-$140k per annum, commensurate with experience. This position is full time. Remote allowed, Washington D.C. area preferred. Your work would include: 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 Qualified candidates ideally: Have at least 3–4 years of professional experience Have prior experience in a customer support or client success-style role Have 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 Have 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 Have a 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 Are 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 Are 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 This role does not require coding experience - we’re looking for an organized, client-facing manager with strong political chops, experience with account management, and comfort advocating for UX/UI improvements to enhance our partners’ experience with our products. We don't expect every applicant to have expertise in every area listed above. We encourage you to apply if you don't feel your