About this role
At JFrog, we’re reinventing DevOps to help the world’s greatest companies innovate - and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit, and just all-around great people. Here, if you’re willing to do more, your career can take off. And since software plays a central role in everyone’s lives, you’ll be part of an important mission. Thousands of customers, including the majority of the Fortune 100, trust JFrog to manage, accelerate, and secure their software delivery from code to production -- a concept we call “liquid software.” Wouldn't it be amazing if you could join us on our journey?
We are seeking an experienced and passionate Research Manager to lead our Customer Success applied research team. In this pivotal role, you will lead a dedicated team of researchers focused on understanding our customers’ needs, experiences, and interactions with our products, and identify proactive paths to enhance customer experience.
As a Research Manager in JFrog Customer Success you will…
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 methodology
To be a Research Manager in JFrog Customer Success, you need…
A Ph.D. (preferred) or Ma/MSc with thesis in a related field (e.g., Human-Computer Interaction, Psychology, Sociology, Business, Data Science) or equivalent industry experience
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