Dscout

Lead a team to optimize mid-market customer success focusing on adoption, retention, and renewal while acting as executive sponsor and collaborating cross-functionally. | 7+ years in SaaS customer success or account management with 2+ years people management and expertise in CS metrics and Salesforce. | 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 Of course, what is outlined above is an ideal set of expectations; however, business needs and other projects and tasks may shift, and additional tasks could be assigned at the discretion of your manager. About Dscout Dscout is a team of passionate, empathetic, and curious professionals. As a recognized leader in the Forrester Wave, we’re at the cutting edge of experience research technology. The power of research drives us - how in-context insights from real people can build more enjoyable products and services. We prioritize learning, sharing, and building. We also deeply value being a diverse and inclusive team and company and look for team members who align with that belief. Join our dynamic team and help shape product roadmaps and business strategies for the world’s most loved brands. It doesn't stop there. When you join the Dscout team, you will get: 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. Dscout is an equal-opportunity employer that values diversity. We do not discriminate based on identity, including race, color, religion, national origin or ancestry, sex, gender identity and expression, age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. If you need reasonable accommodations for any part of the employment process, please email us at accommodations@dscout.com with the nature of your request and your contact information. We'll do everything possible to ensure you're well-prepared for success during our interview process, while also upholding your privacy, including accommodating any special requests. Please note that only inquiries regarding requests for reasonable accommodation will be responded to from this email address. When you apply at Dscout, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references, as necessary to consider your job application for open positions. For more information about our privacy practices, please visit our Privacy Policy. Dscout participates in the E-Verify program in certain locations, as required by law. 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. NOTE: DSCOUT NEVER CONTACTS JOB APPLICANTS VIA TEXT, MESSENGER, OR OTHER SIMILAR APPLICATIONS. BE AWARE OF PHISHING AND SPOOFING SCAMS, BOTH VIA TEXT AND EMAIL. ONLY RESPOND TO EMAILS FROM DSCOUT.COM

Lead customer success efforts by driving platform adoption, reducing churn, and managing a team to deliver impactful research projects. | Requires 5+ years research experience, 1+ year people management, bachelor's degree, and strong consulting skills to enhance customer value and product adoption. | 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 are looking for a Lead Research Advisor to join our growing Customer Success department. You will drive and grow important relationships by helping our customers find new ways to use our platform, ensuring they achieve maximum value from their investment. This role is a critical function that merges research expertise with a customer success motion, focusing on driving platform adoption and mitigating churn risk. You will also directly manage and work closely with a team of Research Advisors to design, recruit, and field research projects for our customers. You will have a chance to make a real difference for Dscout’s customers and build your career at the intersection of customer success and research. You are an incredible communicator and a genuine, creative problem-solver. You are our customer’s dedicated partner in success, helping them learn a new digital tool, execute powerful research, and maximize the return on their Dscout subscription. You collaborate closely with Account Directors to help to identify Dscout methodologies that best meet customer needs, build new use cases, identify growth opportunities, and ensure strong platform adoption across their organization. Internally, you are our customers’ champion, driving larger improvements to the platform and overall user experience. In addition to your work with customers, you enjoy coaching, mentoring, and helping junior staff do their best work every day. The Lead Research Advisor position is among the most central to Dscout’s operations, so you’ll work with people from across the company on a regular basis, especially our product, engineering, and sales teams. If this sounds like you, apply today! What you will do: 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”). What you need to have: 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. Of course, what is outlined above is an ideal set of expectations; however, business needs and other projects and tasks may shift, and additional tasks could be assigned at the discretion of your manager. About Dscout Dscout is a team of passionate, empathetic, and curious professionals. As a recognized leader in the Forrester Wave, we’re at the cutting edge of experience research technology. The power of research drives us - how in-context insights from real people can build more enjoyable products and services. We prioritize learning, sharing, and building. We also deeply value being a diverse and inclusive team and company and look for team members who align with that belief. Join our dynamic team and help shape product roadmaps and business strategies for the world’s most loved brands. It doesn't stop there. When you join the Dscout team, you will get: 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. Dscout is an equal-opportunity employer that values diversity. We do not discriminate based on identity, including race, color, religion, national origin or ancestry, sex, gender identity and expression, age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. If you need reasonable accommodations for any part of the employment process, please email us at accommodations@dscout.com with the nature of your request and your contact information. We'll do everything possible to ensure you're well-prepared for success during our interview process, while also upholding your privacy, including accommodating any special requests. Please note that only inquiries regarding requests for reasonable accommodation will be responded to from this email address. When you apply at Dscout, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references, as necessary to consider your job application for open positions. For more information about our privacy practices, please visit our Privacy Policy. Dscout participates in the E-Verify program in certain locations, as required by law. 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. NOTE: DSCOUT NEVER CONTACTS JOB APPLICANTS VIA TEXT, MESSENGER, OR OTHER SIMILAR APPLICATIONS. BE AWARE OF PHISHING AND SPOOFING SCAMS, BOTH VIA TEXT AND EMAIL. ONLY RESPOND TO EMAILS FROM DSCOUT.COM