Customer Success Lead

Dscout•Chicago, TX

1d•Remote

About The Position

Dscout is seeking a Lead Research Advisor to join its Customer Success department. This role manages important customer relationships and helps customers discover new ways to use Dscout’s UX research platform, achieve value from their subscriptions, increase adoption, and reduce churn risk. It combines research expertise with customer success and includes collaboration with Research Advisors to design, recruit, and field customer research projects. The Lead Research Advisor serves as a customer’s partner in learning the platform, conducting research, and maximizing subscription value. The role works closely with Account Directors to recommend suitable research methodologies, develop use cases, identify growth opportunities, and encourage adoption across customer organizations. The position also represents customer needs internally and collaborates regularly with teams including Product, Engineering, and Sales. It carries a retention target but does not own commercial transactions. The position supports a remote-first workforce, with travel of up to 10% for onsite customer visits.

Requirements

At least 2 years of experience in research or product design; exposure to Customer Success, agency, or consulting models is ideal.
Proven ability to consult with clients or customers to drive product adoption and maximize customer lifetime value.
BA/BS in anthropology, sociology, market research, design research, an HCI-related field, or equivalent work experience.
Excellent oral and written communication skills, with the ability to communicate in a friendly and professional manner.
Ability to work collaboratively and independently, with experience collaborating with and mentoring team members.
Strong critical-thinking skills and an interest in creative problem solving in research and SaaS.
Experience with CRM tools such as Salesforce for activity and account tracking.
Flexibility and eagerness to learn.
Empathy for others’ needs and circumstances.
Strong organization, efficiency, and attention to detail.
Curiosity about human behavior and motivation, and a desire to understand and solve complex behavioral problems.

Nice To Haves

Experience leading complex, high-impact qualitative research engagements for in-house teams or clients across scoping and planning, design, recruiting, fielding, and analysis.

Responsibilities

Own a portfolio of mid-market accounts and drive adoption, retention, and expansion throughout the customer lifecycle.
Train and educate customers on Dscout functionality and research methodology to drive broad and deep platform adoption.
Identify account risks proactively, own mitigation plans, partner with the account team, and escalate to leadership when needed to protect renewals.
Consult with customers on research designs using the platform to support successful outcomes and value realization.
Help customers derive insights from data using Dscout’s analysis tools.
Collaborate with Research Advisors to deliver and execute customer research studies.
Partner with the Sales & Renewal team to identify expansion opportunities and mitigate churn risk.
Visit customers onsite, as needed, to build relationships, provide training and best practices, and gather feedback for the Product team.
Advocate for customers internally by sharing feedback to improve Dscout’s product offerings.
Meet KPI targets for renewal rate, customer check-ins, Executive Business Reviews, and Renewal Manager handoffs.