Director, Customer Enablement

Accountabilities

• • Drive customer success and retention: Ensure customers have a strong experience from their first project through ongoing research engagements, helping them understand how to maximize platform value and building confidence in research capabilities.
  • Oversee strategic account delivery: Manage high-volume research programs for strategic customers, acting as a trusted research partner and advising on research objectives, methodologies, scope, timelines, and costs.
  • Guide project scoping and execution: Translate customer requirements into effective research approaches, accurately scope and price projects, and ensure engagements move efficiently from concept through execution while maintaining quality and customer satisfaction.
  • Enable self-service success: Help customers successfully launch and complete research through a software-first experience, identifying friction and developing scalable processes, resources, and journeys that enable customers to work independently.
  • Support complex customers: Provide additional research expertise, methodology guidance, and hands-on support to premium or technically complex customers when needed.
  • Improve the customer journey: Use insights from customer interactions and project delivery to identify opportunities to improve onboarding, product functionality, processes, and the overall customer experience.
  • Enable go-to-market teams: Partner with Sales, Research, Product, and other leaders to translate new products, processes, and ways of working into practical customer-facing programs and enablement materials.
  • Support growth and expansion: Participate in discovery, pitch, research roadmapping, and customer onsite activities for strategic accounts, identifying new use cases, expansion opportunities, and ways to increase customer adoption.
  • Lead research projects: Manage end-to-end research engagements using the platform, including survey design, analysis, reporting, and presentation of findings.
  • Mentor research talent: Guide junior researchers in survey development, analysis, synthesis, and storytelling while reviewing work to ensure accuracy, quality, and consistency.
  • Contribute to continuous improvement: Develop, test, iterate, and implement processes and programs that improve customer outcomes, research delivery, and cross-functional effectiveness.

  Requirements

  • Research experience: 7+ years of experience leading software-enabled research studies, with strong expertise in survey design, sampling, data collection, qualitative and quantitative analysis, reporting, and presenting findings.
  • Research consulting expertise: Demonstrated ability to understand customer research objectives and recommend appropriate methodologies, scopes, and approaches that balance rigor, speed, cost, and business value.
  • Product research knowledge: Deep understanding of product testing and research methodologies, with the ability to translate sophisticated research concepts into practical recommendations.
  • Commercial acumen: Strong ability to scope and price research projects accurately while balancing customer requirements, research quality, subscription constraints, and platform capabilities.
  • Statistical expertise: Experience with statistical analysis tools such as SPSS, R, or Python, along with strong knowledge of statistical concepts and advanced techniques including TURF analysis, crosstabs, MaxDiff, forecasting, and benchmarking.
  • Analytical and storytelling skills: Excellent analytical and problem-solving abilities, with a proven capacity to transform complex data into actionable insights, compelling visualizations, and clear business narratives.
  • Customer orientation: Exceptional customer focus, responsiveness, follow-through, and a genuine commitment to helping customers achieve measurable value.
  • Communication: Strong written and verbal communication skills, with the ability to explain complex research findings clearly to customers and collaborate effectively with Sales, Customer Development, Research, Product, and other stakeholders.
  • GTM enablement: Comfortable creating, testing, iterating, and rolling out customer-facing processes, programs, and enablement initiatives.
  • Quality mindset: Highly detail-oriented, with a strong commitment to research accuracy, quality standards, and timely execution.
  • Leadership and collaboration: Able to work independently while managing multiple customer needs and projects in a fast-paced environment, maintaining a high standard of customer care and delivery.

  Benefits

  • Base salary range of $125,000–$140,000, depending on experience and skill set.
  • Medical, dental, and vision insurance with 100% of employee premiums covered.
  • Unlimited PTO.
  • Flexible, remote work-from-home culture.
  • Access to the Hearst Tower and its facilities in New York City for employees who choose to work in person.
  • Opportunity to work in a fast-paced, high-growth technology environment.
  • Broad exposure to customer strategy, research innovation, product development, and go-to-market initiatives.