Lead Research Advisor, Mid-Market - dscout

At dscout, we’re building the most flexible and powerful UX research platform on the market—trusted by top global brands in finance, healthcare, consumer goods, and tech. Our tools help teams deeply understand the humans behind their products so they can build better ones.

We are looking for a Lead Research Advisor to join our growing Customer Success department. You will drive and grow important relationships by helping customers find new ways to use our platform, ensuring they achieve maximum value from their investment. This role merges research expertise with a customer success motion, focusing on driving platform adoption and mitigating churn risk.

What You Will Do

• Own a portfolio of mid-market accounts, driving adoption, retention, and expansion across the customer lifecycle.
• Act as a dscout expert to train and educate customers on functionality and dscout research methodologies.
• Proactively identify account risk (e.g., low adoption, contact turnover) and own risk mitigation plans alongside the account team.
• Consult with customers to provide specific recommendations for their research designs on our software platform.
• Equip customers to derive actionable insights from data using dscout’s analysis tools.
• Collaborate with Research Advisors to design, recruit, and execute customer research studies.
• Partner with the Sales & Renewal team to identify expansion opportunities and mitigate churn risk (carries retention targets, but no direct commercial transactions).
• Travel up to 10% for onsite customer visits to build relationships, share best practices, and gather product feedback.
• Serve as an internal customer advocate, sharing feedback with Product and Engineering teams to continuously improve the platform.

What You Need to Have

• 2+ years of experience in research or product design, ideally within Customer Success, agency, or consulting models.
• Proven ability to consult with clients to drive product adoption and maximize customer lifetime value.
• BA/BS degree in anthropology, sociology, market research, design research, HCI, or equivalent practical experience.
• Experience leading complex qualitative research engagements across scoping, planning, design, recruiting, fielding, and analysis.
• Excellent written and verbal communication skills, with an ability to balance professionalism and warmth.
• Strong critical thinking and creative problem-solving skills in the research and SaaS space.
• Experience using CRM tools (e.g., Salesforce) for activity and account tracking.
• Highly organized, detail-oriented, empathetic, and naturally curious about human behavior.

Benefits & Perks

• Competitive compensation package with a built-in bonus and equity program.
• Comprehensive health and dependents coverage supporting work/life balance.
• Flexible PTO and 15 company holidays.
• 12 weeks of paid parental leave.
• 401(k) company match.
• Annual education stipend for professional development.
• Remote work stipend.