Manager, Scaled Customer Success
5 days ago
Prolific
At Prolific, our marketplace is rooted in academia, and that commitment runs deep. Alongside our work to accelerate the future of AI, we're continuing to redefine how the world conducts academic research.
What started as a research-driven idea has evolved into the world's most trusted infrastructure for human data. Today, tens of thousands of researchers from top universities across the globe rely on Prolific to power their work, from peer-reviewed studies to the next generation of technological breakthroughs. We're doubling down on our mission to serve the academic community, deepening relationships, building smarter tools, and making high-quality human data more accessible than ever.
The role
At Prolific, we deeply care about our customers. Our Customer Success team delivers a world-class experience, helping researchers get the most out of the largest pool of high-quality human data in the world. You'll have the chance to build Prolific's Scaled Customer Success function from the ground up, designing and executing strategies that drive activation, expansion, and reactivation for 35K+ researchers—all while maintaining the high-touch, research-focused experience we're known for.
You'll be equal parts strategist, operator, and coach: designing elegant systems, diving into execution, and developing a team that balances data-driven rigor with genuine empathy for the research journey. This role is a rare opportunity to create a net-new function with massive impact, directly contributing to Prolific's growth.
You'll thrive here if you love building systems at scale, can balance speed with attention to detail, and have genuine curiosity about academia and researchers' work. You think in customer journeys, can switch seamlessly between strategy and execution, and enjoy coaching CSMs to do their best work.
What you'll bring to the role
Deep experience in Customer Success, with significant expertise in managing scaled/tech-first/digital CS programsTrack record of building CS motions from scratch or transforming existing programsStrong analytical skills—you're comfortable in data, can build business cases, and let insights drive strategyPeople leadership experience—you've hired, coached, and developed high-performing CSMsExperience balancing automation with high-touch interventionExceptional communicatorBuilder mentality—you'll roll up your sleeves and do the work before delegating itDesirable:
Experience in academic, edtech, research tools, or marketplace businessesUnderstanding of research methodologies, IRB processes, or grant funding cyclesBackground in B2C models or B2B models with large user basesExperience balancing automation with high-touch interventionFamiliarity with community-building as a scaled customer success strategy
What you'll be doing in the role
Design segmentation models and motion strategies for 35K researchers across lifecycle stagesDefine health scoring methodology connecting product usage to research outcomesBuild core playbooks for activation, expansion, reactivation, and experienceEmbed scaled CS tech stack (CS platform, email automation, in-app messaging)Partner with Product, Marketing, Support and Sales to create seamless researcher journeys that incorporate self-service resources and community infrastructure to enable 1:many supportEstablish metrics, reporting cadence, and success criteria for the functionHire, onboard, and coach Scaled CSMs to execute playbookLinks to more information on Prolific
Benefits
External Handbook
Website
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Privacy Statement
By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organization planning. Prolific's Candidate Privacy Notice explains what personal information Prolific may process, where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific use of your personal information.
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