Lead Research Advisor/Customer Success Lead

About the role

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, healthcare, consumer goods, and tech. We are expanding our smart and driven team and would love for you to join us.

Responsibilities

• 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").

Requirements

• 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.

Qualifications

• Passionate about understanding human behavior through research.
• Experience with qualitative research methods and tools.
• Ability to work effectively with cross-functional teams.
• Strong organizational and project management skills.
• Comfortable working remotely.