Customer Success Lead

We're looking for a customer-focused operator to lead our Project Success team. Your mission is to help customers get the most value from Respondent, ultimately recruiting high-quality research participants, reliably and at scale.

You'll be more than just a team lead - you'll work closely alongside your team, stepping in where needed to solve challenges directly, improve our playbooks, and help the team operate at its best.

If you love collaborating with customers and internal teams, solving complex challenges, creating processes that scale, and supporting a team to do their best work - this is the perfect role for you

About Respondent

Respondent is building the infrastructure that powers participant recruiting for the research industry. Our mission is simple but ambitious: to make it effortless for researchers to find high-quality human participants - whether they're testing a product, exploring a market, or validating an idea.

From our founder's first recruits on a NYC subway to a global panel of 3 million participants across 150+ countries, we now support research for companies like Microsoft, Dropbox, and P&G. Our panel is one of the most diverse and responsive in the industry.

As the research world shifts rapidly, demand for high-quality human participants is growing fast. Respondent is well-positioned to meet that demand, helping companies run better, faster research at scale.

We're a lean team of ~30 people across Sydney, Manila, and the U.S. We've recently become profitable and we are ramping up to accelerate growth. We have already made the leap from 0 to 1 - this is a rare chance to help us take the business from 1 to 10

The role:

Based in Sydney, you'll lead our Project Success working closely with teams across the Philippines and US. Your goal: help customers succeed - ensuring they get the most value from Respondent and reach their participant recruitment goals with ease.

The team monitors live research projects, manages customer queries, and helps remove blockers early. The challenges are varied - and so are the solutions. Some days, success means coordinating a custom recruitment campaign; other days, it's supporting a customer through their setup or digging into data to find ways to improve outcomes.

You'll balance leading and staying hands-on where needed - helping customers directly, solving problems alongside the team, and strengthen our internal playbook as we scale.

What You'll Do

• Drive done success:
  Help customers achieve their goal of recruiting high-quality participants through Respondent's platform. You'll identify blockers early, and guide them toward better outcomes - whether it's through launching a custom recruitment campaign, or training on platform best practices.
• Lead a high-impact team
  : Manage and coach a growing team of project success specialists - setting clear goals and supporting them to deliver great work - and staying hands-on where needed
• BuildDesign and improve scalable systems
  : Create and refine processes that help us serve more customers without losing quality or care.
• Collaborate cross-functionally:
  Partner with Sales, Product, and Operations to solve customer issues, share insights, and shape improvements that benefit our users and our team.

What You'll Bring

• Customer-focused experience:
  You've worked directly with customers in fast-paced roles - like CS, consulting, or research services - you're skilled at understanding needs, gathering feedback, and acting as the voice of the customer internally.
• Strategic problem-solver:
  You can assess ambiguous situations, assess priorities, and choose the right lever to get things unstuck.
• Hands-on leadership:
  You've led or mentored others with care, and are happy to roll up your sleeves and contribute alongside the team when needed.
• Systems thinker:
  You enjoy bringing structure to chaos - turning messy processes into thoughtful, scalable systems that support the team's work
• Data informed:
  Bonus if you're comfortable using tools like SQL to uncover insights and guide team decisions.
• High ownership mindset:
  You don't wait for permission - you're proactive and roll up your sleeves to make things better across key customer metrics.

Why Join Us?

• High impact:
  You'll shape the team, systems, and outcomes that power hundreds of research projects for global brands - your work will be meaningful from day one
• Profitable and growing:
  We're a profitable 30-person team that's scaling - you'll get the excitement of startup growth with the stability of proven traction.
• Culture that cares:
  Be part of a tight-knit global team (Sydney, Manila, US). We're collaborative, supportive, and believe in balancing high performance with a fun workplace.