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 disengagement
• Balance automation with humanity—know 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 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 automation
• Strong communicator - your communication are clear, engaging, and drives action
• Analytical mindset - you're 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

 

Links to more information on Prolific

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