[Remote] Customer Success Lead
Note: The job is a remote job and is open to candidates in USA. Dscout is a leading UX research platform trusted by top brands across various industries. They are seeking a Customer Success Lead who will drive customer relationships, ensuring clients maximize the value of the platform while managing a team of Research Advisors to support project execution and platform adoption.
Responsibilities
- Act as a Dscout expert to train and educate customers on functionality and Dscout methodology, driving wide and deep platform adoption
- Consult with customers to provide specific recommendations for their research designs on our software platform, ensuring successful outcomes and value realization
- Collaborate with customers to run high-impact research projects on Dscout, including planning, design, recruiting, fielding, and client engagement
- Equip customers to derive insights from data using Dscout’s analysis tools
- Work closely with our Sales team to ensure customer retention, identify expansion opportunities, and proactively mitigate risk of churn
- Manage 1-3 Research Advisors, prioritizing workload, coaching on work performance, and professional growth
- Travel occasionally for onsite customer visits where you will build relationships, train and share best practices, and gather feedback to bring directly back to our Product team
- Act as a customer advocate by sharing feedback internally to continuously improve Dscout’s product offerings
- Provide support and guidance to research participants (who we call “Scouts”)
Skills
- 5+ years experience in research, ideally with exposure to a Customer Success or consulting model
- Lead complex, high-impact research engagements for in-house or for clients across all phases of qualitative research, especially scoping/planning, design, recruiting, fielding, and analysis a plus
- Proven ability to consult with clients/customers to drive product adoption and maximize customer lifetime value
- 1+ years of experience as a people manager
- BA/BS degree in anthropology, sociology, market research, design research, HCI related field, or equivalent work experience
- Excellent communication skills, both oral and written. Naturally able to strike a balance between friendly and professional in all communications
- Able to work both collaboratively and independently, proven experience collaborating with and mentoring team members
- Strong critical thinking skills; excited by the prospect of creative problem solving in the research and SaaS space alongside colleagues and customers
- Flexible and eager to learn new things each and every day
- Empathetic to others' needs and circumstances
- Highly organized, efficient, and detail-oriented
- An innate curiosity about how and why people behave the way they do, and a desire to better understand complex behavioral problems and find solutions to those problems
Benefits
- A strong and competitive compensation package with a built-in bonus and equity program.
- An incredible and progressive benefits package (for both you and your dependents) to support work/life balance, including flexible PTO, 15 company holidays, 12 weeks of paid parental leave, 401k match, and much more.
- An education stipend to support your growth & development, and a remote work stipend.
- A company that is open and transparent with our team. You will know what is happening and why it matters.
Company Overview