Director, Mid-Market Customer Success

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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

• Improve renewal rates, drive cross-sell revenue, optimize customer health metrics, and participate in forecasting rhythms with clear, data-backed updates on renewal health and expansion opportunities. • Develop and execute strategies to retain and expand the customer base, driving measurable value through proactive engagement and broadened stakeholder relationships. • Oversee the Mid-Market CS function, guiding your team to drive platform adoption through customer training, research education, and methodology coaching. • Manage, mentor, develop, and inspire a team of CSMs — prioritizing workload, monitoring performance, and empowering them to deliver high-impact customer engagements. • Serve as executive sponsor for key accounts, cultivating senior relationships, driving successful executive-level reviews, and gathering strategic feedback. • Hold the team accountable to activity metrics, utilization targets, and Salesforce data hygiene. Manage capacity and portfolio sizing to protect team bandwidth. • Act as the customer voice internally, maintaining tight feedback loops with Product, Sales, Support, and Engineering. • Partner with RevOps, Enablement, and CS Leadership to continuously refine the Mid-Market customer journey and implement scalable playbooks. • Lead your team and customers through change with confidence and empathy, championing AI tool adoption by modeling best practices and coaching CSMs and customers alike.

🎯 Requirements

• 7+ years in customer success, account management, or consulting within a SaaS organization, with a strong track record of hitting retention targets. • 2+ years directly managing CS or account management teams. • Deep expertise in CS metrics (NRR, GRR, account health, etc.), risk mitigation workflows, and activity-based accountability structures. • Experience participating in revenue forecasting and/or cross-functional account planning with Sales and Renewals. • Excellent communication and critical thinking skills, with a data-driven mindset and comfort with tools like Salesforce, Claude Cowork, and Gong. • Highly organized and detail-oriented, with a passion for creative problem-solving. • Bonus: Background in qualitative, UX, or market research is a strong plus

🏖️ 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.