Scaled Customer Success Manager

Prolific - UK Job Board?; Remote; GBP 45,000 - 60,000; Full time

Job summary

A leading academic marketplace in the UK seeks a Scaled Customer Success Manager to empower over 35,000 researchers in launching successful studies and achieving their research goals. The ideal candidate will manage customer relationships through smart automation and strategic outreach, engage users during critical lifecycle stages, and help elevate the overall user experience. Strong experience in Customer Success, analytical skills, and empathy for the academic community are essential. Join us to make high-quality human data more accessible than ever.

Qualifications

• Experience in Customer Success or similar role preferred.
• Proven ability to manage large customer portfolios using automation.
• Strong communicator with engaging content delivery.

Responsibilities

• Help researchers launch successful studies through automation.
• Monitor health scores and proactively intervene with disengaged researchers.
• Design and execute playbooks for customer interaction.

Skills

Customer Success

Account Management

Data Analysis

Communication

Analytical Mindset

Empathy

Education

Experience in academic, edtech, or research tools

Tools

CS platforms

Email tools

Job description

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.

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
• 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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