Customer Success Lead - Qualitative Research - SaaS / AI platform London (Hybrid Working) GBP 55-65,000 + Bens - (posted Mar 14 2025)

Company: Spalding Goobey
Advertisers Ref: 678518
MrWeb Ref: 162096

Job Spec: A genuinely unique opportunity for a qualitative researcher who wants to utilise their knowledge and expertise in a different way. No more running around doing lots of fieldwork. You will be a client advisor and product developer in this exciting new generation business.

This is as futureproofed a role you are likely to find in the research and insights industry right now with a business that have found brilliant ways to fuse technology with research. They have built an amazing team of industry experts and great engineers to reimagine what is possible. They do impactful work with top tier organisations ranging from government, well-known brands to life-changing not for profits.

They are the disrupter brand in polling, voting intention and sentiment analysis so are working on some elections and social research issues across the UK and broader Europe. To be clear this role sits in a commercial area helping corporations answer some of their key strategic questions.

Their tech is making waves and is quickly being adopted in the commercial sectors for all sort of clients who own brands.

This has given rise to constant demand and growth in the commercial side of their business and this new role has been created to help this happen.

Using your qual training and instincts to help clients work with a self-serve AI enhanced platform you will bring your expert thinking to the process and help extract maximum value of the outputs and illustrate it to your clients. You will be used to interpreting research and what it means to the clients and guiding them to use the insights in their brands marketing strategies or product development thinking. This role sits between the technical development teams and client service. You'll work with the CEO and Head of Growth supporting on proposals and then be the customer's main day-to-day contact point from onboarding and you will own the new business opportunities this presents outright.

You will deliver best in class proactive customer success strategies to support clients on live projects to maximise their experience and make your relationships as sticky as possible. Over time this will help develop and enhance the platform so you will be helping develop the product. You will feed into your tech team to make sure the product evolution is right on point. You will run workshops to define a new direction where value is not being seen. You will ensure the onboarding experience is as good as it can be for clients and drive retention and development.

We seek an expert researcher with specific customer success and strong qualitative research experience across a range of techniques. You should be excited about building a new way of doing research and be an early adopter with technology.

Who to contact: Email your CV (in confidence) to sga@spalding-goobey.co.uk, quoting the reference above, or contact Andrew Goobey, Andrew Mercer, Caroline Rock or Rebecca Meaton on 020 7287 7237

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