Customer Success Lead

We are looking for a Lead Research Advisor to join our growing Customer Success department. You will drive and grow important relationships by helping our customers find new ways to use our platform ensuring they achieve maximum value from their investment. This role is a critical function that merges research expertise with a customer success motion focusing on driving platform adoption and mitigating churn risk. You will also directly manage and work closely with a team of Research Advisors to design recruit and field research projects for our customers.

You will have a chance to make a real difference for Dscout’s customers and build your career at the intersection of customer success and research. You are an incredible communicator and a genuine creative problem-solver. You are our customer’s dedicated partner in success helping them learn a new digital tool execute powerful research and maximize the return on their Dscout subscription. You collaborate closely with Account Directors to help to identify Dscout methodologies that best meet customer needs build new use cases identify growth opportunities and ensure strong platform adoption across their organization. Internally you are our customers’ champion driving larger improvements to the platform and overall user experience.

In addition to your work with customers you enjoy coaching mentoring and helping junior staff do their best work every day. The Lead Research Advisor position is among the most central to Dscout’s operations so you’ll work with people from across the company on a regular basis especially our product engineering and sales teams. If this sounds like you apply today!

• 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”).

• 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.

What We Do

Dscout helps companies better understand the experiences people have with their products and brands in everyday life. Our SaaS video research platform helps our customers gather manage share and analyze millions of in-context moments submitted by people around the world.

Why Work With Us

Curious. Empathetic. Smart. We are a crew of curious humans helping the world's most beloved brands become more customer-centric. If this gets you excited we'd love to hear from you!

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