[Remote] Customer Success Lead

Note: The job is a remote job and is open to candidates in USA. Dscout is a leading UX research platform trusted by top brands across various industries. They are seeking a Customer Success Lead who will drive customer relationships, ensuring clients maximize the value of the platform while managing a team of Research Advisors to support project execution and platform adoption.ResponsibilitiesAct as a Dscout expert to train and educate customers on functionality and Dscout methodology, driving wide and deep platform adoptionConsult with customers to provide specific recommendations for their research designs on our software platform, ensuring successful outcomes and value realizationCollaborate with customers to run high-impact research projects on Dscout, including planning, design, recruiting, fielding, and client engagementEquip customers to derive insights from data using Dscout’s analysis toolsWork closely with our Sales team to ensure customer retention, identify expansion opportunities, and proactively mitigate risk of churnManage 1-3 Research Advisors, prioritizing workload, coaching on work performance, and professional growthTravel 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 teamAct as a customer advocate by sharing feedback internally to continuously improve Dscout’s product offeringsProvide support and guidance to research participants (who we call “Scouts”)Skills5+ years experience in research, ideally with exposure to a Customer Success or consulting modelLead 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 plusProven ability to consult with clients/customers to drive product adoption and maximize customer lifetime value1+ years of experience as a people managerBA/BS degree in anthropology, sociology, market research, design research, HCI related field, or equivalent work experienceExcellent communication skills, both oral and written. Naturally able to strike a balance between friendly and professional in all communicationsAble to work both collaboratively and independently, proven experience collaborating with and mentoring team membersStrong critical thinking skills; excited by the prospect of creative problem solving in the research and SaaS space alongside colleagues and customersFlexible and eager to learn new things each and every dayEmpathetic to others' needs and circumstancesHighly organized, efficient, and detail-orientedAn 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 problemsBenefitsA 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.Company OverviewDscout is a remote experience research technology platform helping businesses to capture products, brands, and user experiences at scale. It was founded in 2011, and is headquartered in Chicago, Illinois, USA, with a workforce of 201-500 employees. Its website is https://dscout.com.