Customer Success Lead

Dscout•Austin, TX

1d•Remote

About The Position

Dscout is hiring a Lead Research Advisor for its Customer Success department to manage mid-market customer relationships and help customers realize maximum value from the Dscout UX research platform. The role combines research expertise with customer success, focusing on platform adoption, retention, expansion, and churn-risk mitigation. The advisor consults with customers on research methods and designs, trains them on the platform and its analysis tools, and works with Research Advisors to design and execute research studies. They also collaborate with Account Directors and Sales & Renewal colleagues to identify use cases and growth opportunities, while advocating internally for improvements to the product and customer experience. The position owns a portfolio of mid-market accounts and has a retention target, but does not own commercial transactions. Success is measured against targets for renewal rate, customer check-ins, Executive Business Reviews, and Renewal Manager handoffs. The role includes customer travel of up to 10% for onsite visits. Dscout supports a remote-first workforce, with hiring restrictions in Montana, Hawaii, Alaska, and Washington, DC.

Requirements

At least 2 years of experience in research or product design, ideally with exposure to customer success, agency, or consulting work.
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 demonstrated experience collaborating with and mentoring team members.
Strong critical-thinking and creative problem-solving skills.
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 research engagements for in-house teams or clients across qualitative research phases, especially scoping and planning, design, recruiting, fielding, and analysis.

Responsibilities

Own a portfolio of mid-market accounts, driving adoption, retention, and expansion across the customer lifecycle.
Train and educate customers on Dscout functionality and methodology to promote broad platform adoption.
Identify account risks, develop and own mitigation plans, and partner with the account team or escalate to leadership as 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 design and execute customer research studies.
Partner with the Sales & Renewal team to identify expansion opportunities and mitigate churn risk.
Travel up to 10% for onsite customer visits to build relationships, provide training, share best practices, and gather feedback for the Product team.
Advocate for customers by sharing feedback internally to improve Dscout’s products and user experience.
Meet KPI targets for renewal rate, customer check-ins, Executive Business Reviews, and Renewal Manager handoffs.