Customer Success Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as a Dscout specialist to instruct and inform customers on the platform's features and methodology, facilitating extensive and thorough adoption of the platform.

• Advise customers with tailored suggestions for their research frameworks on our software platform, ensuring effective outcomes and value realization.

• Partner with clients to conduct impactful research initiatives on Dscout, encompassing planning, design, recruitment, execution, and client interaction.

• Empower customers to extract insights from data utilizing Dscout’s analytical tools.

• Collaborate closely with our Sales team to enhance customer retention, identify growth opportunities, and proactively address potential churn risks.

• Supervise 1-3 Research Advisors, managing their workloads, coaching them on performance, and supporting their professional development.

• Occasionally travel for onsite customer engagements to foster relationships, provide training, share best practices, and collect feedback for our Product team.

• Act as a champion for customers by relaying feedback internally to consistently enhance Dscout’s product offerings.

• Offer support and guidance to research participants, whom we refer to as “Scouts.”

⛳️ Requirements

• Over 5 years of experience in research, preferably with a background in Customer Success or consulting.

• Experience leading complex, high-impact research projects for in-house teams or clients throughout all stages of qualitative research, particularly in scoping/planning, design, recruitment, execution, and analysis is advantageous.

• Demonstrated ability to consult with clients/customers to enhance product adoption and maximize customer lifetime value.

• At least 1 year of experience in a managerial role.

• BA/BS degree in anthropology, sociology, market research, design research, HCI-related field, or equivalent professional experience.

• Exceptional communication skills, both verbal and written, with an ability to maintain a friendly yet professional tone in all interactions.

• Capable of working collaboratively and independently, with proven experience in mentoring and collaborating with team members.

• Strong critical thinking abilities; enthusiastic about creative problem-solving in the research and SaaS domains alongside colleagues and customers.

• Adaptable and eager to learn new concepts daily.

• Sensitive to the needs and situations of others.

• Highly organized, efficient, and detail-oriented.

• An inherent curiosity about human behavior and a desire to understand intricate behavioral issues and develop solutions.

🏝️ Benefits

• A robust and competitive compensation package that includes a built-in bonus and equity program.

• An exceptional and progressive benefits package (for you and your dependents) to promote work/life balance, featuring flexible PTO, 15 company holidays, 12 weeks of paid parental leave, 401k match, and more.

• An educational stipend to support your growth and development, along with a remote work stipend.

• A company culture that values openness and transparency with our team, ensuring you are aware of ongoing developments and their significance.