Role Description Team Lead (d/w/m) Customer Success Cloud & Software Deine Mission - was du bei uns bewegst: - Du führst und entwickelst ein Team aus 5 Customer Success ManagerInnen und schaffst ein Umfeld, in dem Eigenverantwortung, Weiterentwicklung und Teamzusammenhalt im Mittelpunkt stehen. - Du arbeitest eng mit deinem Team an kundenspezifischen Strategien, um langfristigen Mehrwert und nachhaltiges Wachstum zu sichern. - Du bist regelmäßig im Austausch mit KundInnen sowie internen Stakeholdern und stellst sicher, dass relevante Informationen zielgerichtet gebündelt und weitergegeben werden. - Du analysierst KPIs, leitest klare Erfolgsfaktoren ab und stellst sicher, dass dein Team entlang dieser Prioritäten arbeitet. - Du treibst die Weiterentwicklung von Prozessen und Denkweisen aktiv voran und sorgst für sichtbaren Impact im Tagesgeschäft sowie im globalen Kontext. Qualifications - Du verbindest strategisches Denken mit einer strukturierten, priorisierenden Herangehensweise. - Du arbeitest planvoll auf Ziele hin, bringst unterschiedliche Perspektiven zusammen, setzt trotzdem klare Schwerpunkte und kommunizierst diese transparent im Team und gegenüber Stakeholdern. - Du hast Freude daran, Teams zu befähigen und weiterzuentwickeln. - Du lebst ein Customer First-Mindset vor und entwickelst gemeinsam mit deinem Team passgenaue Lösungen und baust belastbare Beziehungen auf. - Du bringst Führungserfahrung im Customer Success Umfeld sowie im Cloud- und SaaS-Umfeld mit und fühlst dich in einem wachstumsorientierten Umfeld wohl. - Fließende Deutschkenntnisse und sehr gutes Englisch für Schulungen, Workshops und die Kommunikation mit internationalen Kolleg:innen. Requirements - Gelegentliche Reisen zu Herstellern oder Partnern. - Räumliche Nähe: Diese Rolle kann auch 100% remote aus ganz Deutschland ausgeübt werden, mit Präsenz im Büro in Dornach bei München für Onboarding und regelmäßige Events. Benefits - Fundierte Einarbeitung, individuelle Entwicklungspläne, Mentorship Programm, fachliche und persönliche Weiterbildung. - 100% Home Office Setup, 30 Urlaubstage + ein Mental Health Day, mobiles Arbeiten in Europa, 38,5 h Vertrauensarbeitszeit. - Ergonomische Arbeitsplätze, Betriebsarzt, betriebliche Krankenversicherung, Firmenfitness (EGYM Wellpass), Familien-Service LifeWorks. - Bezuschusste Kantine, kostenlose Getränke, Mitarbeiterrabatte, Altersvorsorge, Bike- & Technikleasing, e-Ladestationen, Wäscheservice, Postservice.

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

• Manage and update client-specific prompt configurations, ensuring AI agents have accurate, current context about each client's business, offerings, and communication style • Apply prompt engineering best practices to tune agent behavior—understanding the downstream effects of changes and validating outcomes before they reach clients • Implement small, targeted code updates based on client requests, working within existing systems rather than building net-new features • See client problems through from first report to confirmed resolution—digging into conversation logs, prompt configurations, and code until the root cause is found and fixed • Maintain a deep understanding of the configuration levers available within Lahzo's platform and know when and how to apply each one • Collaborate with internal teams to triage, prioritize, and resolve client-reported issues in a timely and thorough manner • Document changes, configurations, and known behaviors to build institutional knowledge across the team

Role Description Mission: To achieve Sleek’s Australian revenue targets by renewing services across the existing clientele, driving cash collection through upsell and upgrades, and delivering a seamless, high-satisfaction customer experience throughout the renewal lifecycle. - Outcomes: - Renewal Rate and CSAT Targets - Consistently achieve monthly renewal rate targets across the Australian client base - Maintain and improve CSAT scores, ensuring customer trust and satisfaction throughout each renew - Customer Investigation & Issue Resolution - Conduct detailed, end-to-end investigations into customer interactions with Sleek - Work cross-functionally with accounting, corpsec, product, and data teams to drive resolution and support seamless renewals - Cash Collection via Renewal, Upsell & Upgrades - Achieve monthly cash collection targets by driving renewals and identifying upsell and upgrade opportunities - Proactively identify and act on revenue expansion opportunities within the existing customer base - Pipeline Management & Monthly Targets - Maintain a thorough understanding of the book of business; manage the pipeline in a data-driven manner using CRM and reporting tools - Prioritise ticket resolution and proactive outreach to consistently achieve monthly KPIs - Cross-Functional Collaboration & Best Practice - Partner with accounting, corpsec, product, and data teams to improve renewal processes and the end-to-end customer experience - Proactively share best practices with the wider Customer Success team; contribute to a culture of continuous improvement Qualifications - Minimum of 8 years experience in Renewals or Customer Success management roles - Located in the Philippines - Demonstrated track record of achieving renewal rate and cash collection targets in a B2B SaaS or services environment - Experience managing a customer pipeline in a data-driven way: CRM hygiene, pipeline reporting, and forecasting - Proven ability to work cross-functionally with product, finance, and operations teams to resolve customer issues - Strong written and spoken English; ability to communicate clearly with Australian-market clients Requirements - Ownership: Reliability and accountability to see things through to completion - Humility: Open-mindedness to feedback and willingness to learn from others - Structured Thinking & Target Focused: Ability to keep business goals in view and show sound judgement - Data driven: Use sound data to support strategies and review success of initiatives - Can have tough conversations in a positive way: Proactively address difficult interpersonal situations Benefits - Humility and kindness: A culture of not taking ourselves too seriously and nurturing a diverse and inclusive environment - Flexibility: Work from home and the option to work fully remote from anywhere in the world for 1 month each year - Financial benefits: Competitive market salaries, generous paid time off, and eligibility for employee share ownership plan - Personal growth: Responsibility and autonomy with a range of training programmes available