Scaled Customer Success Manager Jobs

Prolific

Location:
United Kingdom, London

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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

Requirements:

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

Nice to have:

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

Additional Information:

Job Posted:
December 11, 2025

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Scaled Customer Success Manager