Customer Success Lead

🕒 June 18

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Dscout

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

☁️ SaaS

🤝 B2B

💰 $70M Series C - Dscout on 2022-03

SaaS • B2B

Dscout is an experience research SaaS platform that helps teams recruit engaged participants, run usability tests, field studies, diary studies, interviews and media-rich surveys, and analyze qualitative and quantitative feedback. It provides a verified participant panel (“Scouts”), study templates and admin tools, and AI-assisted tagging and analysis to speed insight discovery and decision-making for product and UX teams.

📋 Description

• 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.