Dscout

Customer Success Lead

Dscout

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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”).

Requirements

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
qualitative researchresearch designdata analysiscustomer successconsultingproject managementcoachingfieldingrecruitingcritical thinking
Soft Skills
communicationcollaborationmentoringproblem solvingorganizationflexibilityempathyindependencecuriositydetail-oriented