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Customer Success Lead

3 weeks, 3 days ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Apply Now
dscout

dscout

dscout is a real-time user research tool that captures insights on how users experience products and services, enabling organizations to make customer-centric decisions and drive innovation.

Professional Services
51-250
Founded 2011
$81M raised
View All Jobs 2

Description

  • Train and educate customers on Dscout functionality and research methodology to drive platform adoption.
  • Consult with customers on research design and provide recommendations that improve outcomes and value realization.
  • Plan, design, recruit, field, and support high-impact research projects for customers.
  • Help customers analyze data and derive insights using Dscout’s analysis tools.
  • Partner with Sales to support retention, identify expansion opportunities, and reduce churn risk.
  • Manage 1-3 Research Advisors, including workload prioritization, coaching, and professional development.
  • Travel occasionally to customer sites to build relationships, share best practices, and gather product feedback.
  • Act as a customer advocate by sharing feedback internally to improve product offerings and user experience.
  • Provide support and guidance to research participants known as Scouts.

Requirements

  • 5+ years of experience in research, ideally with exposure to a customer success or consulting model.
  • Experience leading complex, high-impact research engagements across qualitative research phases, especially scoping, planning, design, recruiting, fielding, and analysis.
  • Proven ability to consult with clients or 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, or a related field, or equivalent work experience.
  • Excellent oral and written communication skills with the ability to balance friendliness and professionalism.
  • Ability to work collaboratively and independently, with experience mentoring team members.
  • Strong critical thinking and creative problem-solving skills in research and SaaS environments.
  • Highly organized, efficient, detail-oriented, empathetic, and eager to learn.
  • Preferred experience managing or coaching junior staff and working closely with product, engineering, and sales teams.

Benefits

  • Competitive compensation package with a built-in bonus and equity program.
  • Progressive benefits package for employees and dependents, including flexible PTO and 15 company holidays.
  • 12 weeks of paid parental leave.
  • 401(k) match.
  • Education stipend for growth and development.
  • Remote work stipend.
  • Remote-first work environment with flexibility to work from almost anywhere.
  • Open and transparent company culture.

Interested in this position?

Apply directly on the company website

Apply Now

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