Research Manager, Customer Success

• Manage and mentor a team of researchers and analysts, providing guidance on research methods, project execution, and professional development
• Foster a collaborative and innovative team environment that encourages creativity and knowledge sharing
• Strong leadership and team management skills, with a track record of developing high-performing teams
• Tap into an existing experimental research framework and facilitate its execution at scale
• Develop and implement a comprehensive research strategy that aligns with the goals of the Customer Success group and the broader organization
• Oversee the design, execution, and analysis of qualitative and quantitative research projects to gather insights about customer behavior, preferences, and pain points
• Translate complex research findings into actionable insights and recommendations for Customer Success, Product, and additional groups within JFrog
• Identify opportunities for improving customer engagement and loyalty based on research findings
• Collaborate with stakeholders across Customer Success, Product Management, Marketing, and Sales to ensure research efforts are aligned with business objectives
• Work closely with the developers in the Customer Success Applied Research group to align the development of internal research tools
• Prepare and present research findings and recommendations to senior leadership and stakeholders in an easily digestible format
• Champion the voice of the customer across the organization by effectively communicating insights from customers and advocating for their needs
• Mentor and develop team members, fostering a culture of continuous learning, growth, and excellence
• Stay up-to-date with industry trends, best practices, and emerging technologies related to customer experience and research methodologie

• A Ph.D. in a related field (e.g., Human-Computer Interaction, Psychology, Sociology, Business, Data Science)
• 5+ years of experience in research roles, with at least 2 years in a leadership or management position
• Proven experience managing and mentoring a team of researchers and analysts
• Strong expertise in both qualitative and quantitative research methodologies
• Demonstrated ability to translate research findings into actionable insights and strategic recommendations
• Excellent communication, presentation, and interpersonal skills, with the ability to effectively convey complex information to diverse audiences
• Proficiency in data analysis tools and techniques
• Passion for understanding customer needs and improving user experiences
• Experience in the B2B SaaS industry is a plus

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