We are seeking an experienced and passionate Research Manager to lead our Customer Success applied research team. In this pivotal role, you will lead a dedicated team of researchers focused on understanding our customers needs, experiences, and interactions with our products, and identify proactive paths to enhance customer experience.
As a Research Manager in Customer Success you will
Manage and mentor a team of researchers and analysts, providing guidance on research methods, project execution, and professional development
Foster a collaborative and innovative team environment that encourages creativity and knowledge shari
Strong leadership and team management skills, with a track record of developing high-performing teams
Tap into an existing experimental research framework and facilitate its execution at scale
Develop and implement a comprehensive research strategy that aligns with the goals of the Customer Success group and the broader organization
Oversee the design, execution, and analysis of qualitative and quantitative research projects to gather insights about customer behavior, preferences, and pain points
Translate complex research findings into actionable insights and recommendations for Customer Success, Product, and additional groups
Identify opportunities for improving customer engagement and loyalty based on research findings
Collaborate with stakeholders across Customer Success, Product Management, Marketing, and Sales to ensure research efforts are aligned with business objectives
Work closely with the developers in the Customer Success Applied Research group to align the development of internal research tools
Prepare and present research findings and recommendations to senior leadership and stakeholders in an easily digestible format
Champion the voice of the customer across the organization by effectively communicating insights from customers and advocating for their needs
Mentor and develop team members, fostering a culture of continuous learning, growth, and excellence
Stay up-to-date with industry trends, best practices, and emerging technologies related to customer experience and research methodology
Requirements: A Ph.D. (preferred) or Ma/MSc with thesis in a related field (e.g., Human-Computer Interaction, Psychology, Sociology, Business, Data Science) or equivalent industry experience
5+ years of experience in research roles, with at least 2 years in a leadership or management position
Proven experience managing and mentoring a team of researchers and analysts
Strong expertise in both qualitative and quantitative research methodologies
Demonstrated ability to translate research findings into actionable insights and strategic recommendation
Excellent communication, presentation, and interpersonal skills, with the ability to effectively convey complex information to diverse audiences
Proficiency in data analysis tools and techniques
Passion for understanding customer needs and improving user experiences
Experience in the B2B SaaS industry is a plus
This position is open to all candidates.