Manager, Scaled Customer Success

 

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 programs
• Track record of building CS motions from scratch or transforming existing programs
• Strong analytical skills—you're comfortable in data, can build business cases, and let insights drive strategy
• People leadership experience—you've hired, coached, and developed high-performing CSMs
• Experience balancing automation with high-touch intervention
• Exceptional communicator
• Builder mentality—you'll roll up your sleeves and do the work before delegating it

Desirable: 

• Experience in academic, edtech, research tools, or marketplace businesses
• Understanding of research methodologies, IRB processes, or grant funding cycles
• Background in B2C models or B2B models with large user bases
• Experience balancing automation with high-touch intervention
• Familiarity 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 stages
• Define health scoring methodology connecting product usage to research outcomes
• Build core playbooks for activation, expansion, reactivation, and experience
• Embed 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 support
• Establish metrics, reporting cadence, and success criteria for the function
• Hire, onboard, and coach Scaled CSMs to execute playbook

 

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