Customer Success Lead

About the role

The Lead Research Advisor will drive and grow customer relationships by helping them achieve maximum value from the Dscout platform. This role merges research expertise with a customer success motion to drive platform adoption, mitigate churn risk, and collaborate with internal teams to design and execute research projects. You will act as a dedicated partner to customers, ensuring they successfully leverage Dscout methodologies to meet their research goals.

Responsibilities

• Own a portfolio of mid-market accounts, driving adoption, retention, and expansion across the customer lifecycle.
• Act as a Dscout expert to train and educate customers on functionality and methodology.
• Proactively identify account risk and own the risk mitigation plan.
• Consult with customers to provide specific recommendations for their research designs.
• Equip customers to derive insights from data using Dscout’s analysis tools.
• Collaborate with Research Advisors to deliver and execute customer research studies.
• Partner with the Sales and Renewal team to identify expansion opportunities.
• Act as a customer advocate by sharing feedback internally to improve product offerings.

Required skills

• Customer Success
• Qualitative Research
• Product Design
• Consulting
• SaaS
• Salesforce
• Critical thinking
• Communication

Nice to have

• Research scoping
• Research planning
• Research design
• Recruiting
• Fielding
• Data analysis

Qualifications

• Bachelor's degree in anthropology, sociology, market research, design research, HCI, or a related field
• Equivalent work experience

Benefits

• Flexible PTO
• 15 company holidays
• 12 weeks of paid parental leave
• 401k match
• Education stipend
• Remote work stipend

About the Company

Dscout is a leader in experience research technology, helping teams understand the humans behind their products. They are a team of passionate, empathetic, and curious professionals who prioritize learning, sharing, and building.