Customer Success Manager, Academia

Location : San Francisco, Hybrid. 2 days a week in the office (must be within 1.5 hr commute)

At Prolific, our marketplace is rooted in academia, and that commitment runs deep. Alongside our work to accelerate the future of AI, we’re continuing to redefine how the world conducts academic research. What started as a research-driven idea has evolved into the world’s most trusted infrastructure for human data. Today, tens of thousands of researchers from top universities across the globe rely on Prolific to power their work, from peer-reviewed studies to the next generation of technological breakthroughs. We're doubling down on our mission to serve the academic community, deepening relationships, building smarter tools, and making high-quality human data more accessible than ever.

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 institutions. 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

• Define and implement strategies to achieve product usage, revenue growth, and customer satisfaction goals through key customer retention and expansion.
• Cultivate relationships with high-potential academic customers, proactively sourcing and developing new contacts within target institutions via 1 : 1 outreach, networking, events, and marketing initiatives.
• Engage wider buying committees within academic institutions (e.g., procurement, finance, IT) to explore committed contract opportunities.
• Develop and execute initiatives to increase Prolific's visibility and awareness at selected academic institutions in the USA.
• Manage bid responses for projects and Statements of Work (SOWs) within your named account list.
• Advocate for customer needs internally, and maintain feedback loops between Customer Success and Product R&D teams.
• Collaborate with UK-based Academic colleagues to manage and grow the overall Academic book of business.

What you’ll bring to the role

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 breadth 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.

Acceptance and notices : By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organization 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's use of your personal information.

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