Director, Customer Enablement

Job description

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. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Enablement based in the United States. This is a high-impact customer enablement and research leadership role within a fast-growing, early-stage technology environment. You will help strategic customers maximize the value of a software-enabled product research platform across the full innovation lifecycle. The role combines customer success, research consulting, commercial strategy, and go-to-market enablement. You will oversee complex research delivery, advise customers on methodology and project scoping, and help strengthen retention and expansion opportunities. You will also collaborate closely with Sales, Research, Product, and other teams to improve customer journeys and enable scalable ways of working. This position is ideal for a research leader who combines strong analytical expertise with commercial judgment, exceptional customer care, and a hands-on approach.