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Job description
At Dscout we’re building the most flexible and powerful UX research platform on the market—trusted by the world’s top brands in finance (JP Morgan Chase Intuit Charles Schwab PayPal) healthcare (Aya Headspace) consumer goods (Keen Verizon Target Northface) and tech (Google Amazon Facebook Meta Spotify AirBnB). Our tools help teams deeply understand the humans behind their products so they can build better ones. We are expanding our smart and driven team and would love for you to join us.
We’re looking for a results-driven Director Mid-Market Customer Success to own and optimize our mid-market customer segment.
This strategic leader will be responsible for overseeing our mid-market customer base ensuring their satisfaction as customers and successfully ushering in favorable outcomes on renewal. You will be critical in guiding our Customer Success team to greater accountability for adoption and retention outcomes.
If you're an empathetic experienced SaaS leader with a proven track record in mid-market customer success a data-driven mindset and a passion for driving retention and growth we want to hear from you.
What you will do:
As the Director of Mid-Market CS at Dscout you are a key strategic leader influencing the company’s growth and customer-centric initiatives. Reporting to the VP of Customer Success you will lead a team of 6-8 Customer Success Managers which at Dscout we call them Lead Research Advisors. Your focus will be on ensuring customers achieve exceptional outcomes through seamless adoption and utilization of our software.
Key responsibilities:
- Business Impact & Revenue: 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.
- Customer Retention & Growth: Develop and execute strategies to retain and expand the customer base driving measurable value through proactive engagement and broadened stakeholder relationships.
- Customer Success Leadership: Oversee the Mid-Market CS function guiding your team to drive platform adoption through customer training research education and methodology coaching.
- Team Management & Coaching: Manage mentor develop and inspire a team of CSMs — prioritizing workload monitoring performance and empowering them to deliver high-impact customer engagements.
- Executive Sponsorship: Serve as executive sponsor for key accounts cultivating senior relationships driving successful executive-level reviews and gathering strategic feedback.
- Operational Discipline: Hold the team accountable to activity metrics utilization targets and Salesforce data hygiene. Manage capacity and portfolio sizing to protect team bandwidth.
- Cross-functional Collaboration: Act as the customer voice internally maintaining tight feedback loops with Product Sales Support and Engineering.
- Process Improvement: Partner with RevOps Enablement and CS Leadership to continuously refine the Mid-Market customer journey and implement scalable playbooks.
- Change Management & AI Adoption: 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.
What you need to have:
- 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
- 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.
Location Flexibility: Dscout is proud to support a remote-first workforce and enable employees to work from almost anywhere. At this time however we are unable to hire in the following locations: Montana Hawaii Alaska and Washington DC.
Skills Required
- 7+ years in customer success account management or consulting within a SaaS organization with demonstrated retention results
- 2+ years directly managing customer success or account management teams
- Deep expertise in customer success metrics (NRR GRR account health) risk mitigation workflows and activity-based accountability
- Experience participating in revenue forecasting and cross-functional account planning with Sales and Renewals
- Comfort with tools like Salesforce Claude Cowork and Gong
- Excellent communication critical thinking highly organized and detail-oriented with a data-driven mindset
- Background in qualitative UX or market research
What the Team is Saying
Dscout Compensation & Benefits Highlights
- Healthcare Strength—Comprehensive medical dental and vision coverage is paired with mental‑health support and inclusive care options with most premiums covered. Flexible spending and optional pet insurance further broaden protection.
- Leave & Time Off Breadth—Time off options include unlimited PTO with guidance to take ample time a substantial set of paid holidays fully paid parental leave and a tenure‑based sabbatical. Feedback suggests this breadth supports rest and flexibility across a remote‑first setup.
- Retirement Support—A 401(k) program with a company match supports retirement savings. Feedback suggests this provides meaningful long‑term value for a mid‑size remote‑first employer.
Dscout Insights
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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Dscout Offices
Remote Workspace
Employees work remotely.
Dscout’s goal is to provide team members with the flexibility to decide their best way of working meaning we operate as a remote-first company!
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