Scaled Customer Success Manager
1 day ago
Scaled Customer Success Manager
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
You'll be one of the first Scaled CSMs at Prolific, helping to build a world-class scaled customer success function for 35,000+ researchers. Your mission: ensure researchers launch successful studies, adopt advanced features, and achieve their research goals—all at scale through smart automation, strategic outreach, and high-leverage touchpoints.
This isn't a traditional account management role. With Prolific, researchers are driving breakthroughs in science, technology, and society - and they publish a new study every 2 minutes You'll work across hundreds or thousands of researchers simultaneously using data, automation, and one-to-many engagement strategies. You'll also help shape the playbooks, tools, and approaches that define scaled CS at Prolific.
What you'll bring to the role
Own outcomes for 5,000-10,000 researchers across lifecycle stages (new, active, at-risk, dormant)Monitor health scores and sentiment and proactively intervene when researchers show signs of struggle or disengagementBalance automation with humanity—know when to send a personal note or hop on a callHelp to design, test and execute playbooks for activation, expansion, reactivation, and retention using email, in-app messaging, video, and targeted outreachRun weekly office hours and create content to support and educate researchersIdentify patterns in your portfolio and escalate insights to improve product, content, or processesUnderstand the research journey: grant cycles, IRB hurdles, publication pressures, semester schedule
What you'll be doing in the role
Experience in Customer Success, Account Management, or similar role (scaled/tech-first/digital CS experience strongly preferred)Proven ability to manage large customer portfolios (hundreds or thousands) using data and automationStrong communicator - your communication are clear, engaging, and drives actionAnalytical mindset - you're comfortable pulling data, spotting trends, and making decisions based on insightsSelf-starter who thrives in ambiguous, build-it-yourself environmentsEmpathy for customers combined with commercial acumen - you care about their success and business outcomesComfortable with CS platforms, email tools, and learning new technologies quicklyDesirable
Experience in academic, edtech, research tools, or marketplace productsFamiliarity with research methodologies or understanding of how academic research worksBackground creating educational content (videos, guides, webinars)Experience building or refining CS playbooks and processesExposure to community management or one-to-many support modelsLinks to more information on Prolific
Benefits
External Handbook
Website
Youtube
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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