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Lead Mid-Market Customer Success to drive retention, renewals, and expansion. Manage and coach a team of 6-8 CSMs, improve adoption and customer health metrics, partner cross-functionally, own forecasting, and implement scalable playbooks while championing AI adoption and change management.
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 [email protected] 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.
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
Dscout New York, New York, USA Office
New York, NY, United States
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