Customer Success Lead

About This Opportunity

We are representing a confidential SaaS organization seeking a Customer Success Lead to join their growing team. Our client operates a leading UX research platform trusted by Fortune 500 companies across finance, healthcare, consumer goods, and technology sectors. This is a remote position based in the USA, with preference for candidates located in or near Austin or Chicago.

As a Lead Research Advisor, you'll merge research expertise with customer success strategy, driving platform adoption and ensuring clients achieve maximum value from their investment. This role sits at the intersection of qualitative research consulting and strategic account management, making it ideal for someone who thrives on helping customers succeed while building their career in the SaaS space.

Responsibilities

• Own a portfolio of mid-market accounts, driving adoption, retention, and expansion throughout the customer lifecycle
• Train and educate customers on platform functionality and research methodologies, ensuring wide and deep adoption across their organizations
• Proactively identify account risk factors (low adoption, contact turnover) and execute mitigation plans in partnership with account teams
• Consult with customers to provide tailored recommendations for their research designs, ensuring successful outcomes and measurable value
• Equip customers to derive actionable insights using the platform's analysis tools
• Collaborate with research advisors to deliver and execute customer research studies
• Partner with sales and renewal teams to identify expansion opportunities and mitigate churn risk (this role carries retention targets but does not own commercial transactions)
• Travel up to 10% for onsite customer visits to build relationships, conduct training, and gather product feedback
• Act as customer advocate internally, sharing feedback to drive continuous product improvement
• Meet KPI targets for renewal rate, customer check-ins, Executive Business Reviews, and successful handoffs to renewal managers

What We're Looking For

• 2+ years of experience in research or product design, ideally with exposure to customer success, agency, or consulting environments
• 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 related field (or equivalent work experience)
• Experience leading complex qualitative research engagements across all phases—scoping, design, recruiting, fielding, and analysis—is a strong plus
• Excellent written and verbal communication skills with the ability to balance friendly and professional tones
• Strong collaborative skills with proven experience mentoring team members, plus the ability to work independently
• Critical thinking and creative problem-solving abilities in both research and SaaS contexts
• Experience with CRM tools such as Salesforce for activity and account tracking
• Highly organized, detail-oriented, and efficient with strong time management skills
• Flexible mindset with eagerness to learn and adapt daily
• Empathetic approach to understanding customer needs and circumstances
• Innate curiosity about human behavior and motivation to solve complex behavioral problems

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening to understand your experience and career goals. If there's a strong match, we'll submit your profile to our client for consideration. Throughout the process, we'll keep you informed and provide guidance to help you succeed.

Please apply exclusively through Get A Job.ai. Do not attempt to contact the client directly, as all applications must come through our recruiting process to be considered.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to creating a diverse and inclusive environment. We do not discriminate based on race, color, religion, national origin, sex, gender identity, age, disability, veteran status, sexual orientation, or any other legally protected characteristic.