Director, Customer Enablement
$125,000–$140,000 year
Remote
Job Summary
Drive first-project success and current customer retention by ensuring customers understand how to get the most value from Highlight's platform and proactively addressing friction in the customer journey. Oversee strategic account delivery for high-volume research clients, advising them on scoping, methodology, and pricing to balance rigor, speed, and cost while accurately drawing down projects against subscriptions. Enable self-serve success by helping customers launch and complete their first project in the software-first experience, partnering with the Plus team to identify friction and develop scalable support processes. Lead end-to-end execution of full-service research projects, guiding junior researchers in survey writing, analysis, and synthesizing complex data into actionable insights. Partner with Sales, Research, and Product teams to translate new products and processes into practical customer-facing motions, serving as an SME during GTM rollouts to improve the broader customer journey.
Required Qualifications
- 7+ years of experience leading software-enabled research studies
- Strong understanding of survey design
- Sampling
- Data collection
- Qualitative and quantitative analysis
- Report writing
- Presenting results
- Strong research consulting and solution design skills
- Ability to understand a customer's research goals
- Ability to recommend the right methodology, scope, and approach within Highlight
- Deep understanding of product testing and research methodologies
- Ability to translate complex research concepts into clear, practical recommendations tied to customer and business value
- Strong commercial acumen
- Ability to accurately scope and price research projects against customer subscriptions
- Ability to balance customer needs, research quality, and Highlight's capabilities
- Exceptional customer orientation and responsiveness
- Ability to move quickly, follow through, and genuinely care about making customers successful
- Experience using statistical analysis software such as SPSS, R, or Python
- Strong understanding of statistical concepts, techniques, and advanced methods
- TURF analysis
- Crosstabs analysis
- MaxDiff
- Forecasting
- Benchmarking
- Excellent analytical and problem-solving skills
- Ability to translate data into actionable insights
- Impactful visuals
- Clear storytelling
- Strong communication skills
- Ability to convey complex findings and recommendations to customers
- Ability to effectively partner with Sales, Customer Development, Research, and other cross-functional teams
- Comfortable leading and contributing to GTM enablement
- Ability to create, test, iterate, and roll out new processes and programs that improve the customer journey
- Detail-oriented mindset
- Commitment to accuracy, quality, and timely execution
- Ability to work independently and collaboratively in a fast-paced environment
- Ability to manage multiple customer needs and projects simultaneously
- Ability to maintain a high bar for customer care
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