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 were continuing to redefine how the world conducts academic research.

What started as a research-driven idea has evolved into the worlds 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. Were 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

Youll be one of the first Scaled CSMs at Prolific helping to build a world-class scaled customer success function for 35000 researchers. Your mission: ensure researchers launch successful studies adopt advanced features and achieve their research goalsall at scale through smart automation strategic outreach and high-leverage touchpoints.

This isnt 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! Youll work across hundreds or thousands of researchers simultaneously using data automation and one-to-many engagement strategies. Youll also help shape the playbooks tools and approaches that define scaled CS at Prolific.

What youll be doing in the role

• Own outcomes for researchers across lifecycle stages (new active at-risk dormant)
• Monitor health scores and sentiment and proactively intervene when researchers show signs of struggle or disengagement
• Balance automation with humanityknow when to send a personal note or hop on a call
• Help to design test and execute playbooks for activation expansion reactivation and retention using email in-app messaging video and targeted outreach
• Run weekly office hours and create content to support and educate researchers
• Identify patterns in your portfolio and escalate insights to improve product content or processes
• Understand the research journey: grant cycles IRB hurdles publication pressures semester schedule

What youll bring

• 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 automation
• Strong communicator - your communication are clear engaging and drives action
• Analytical mindset - youre comfortable pulling data spotting trends and making decisions based on insights
• Self-starter who thrives in ambiguous build-it-yourself environments
• Empathy for customers combined with commercial acumen - you care about their success and business outcomes
• Comfortable with CS platforms email tools and learning new technologies quickly

Desirable

• Experience in academic edtech research tools or marketplace products
• Familiarity with research methodologies or understanding of how academic research works
• Background creating educational content (videos guides webinars)
• Experience building or refining CS playbooks and processes
• Exposure to community management or one-to-many support models

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