Enterprise Customer Success Manager

Job description

Heads up! This role is based out of our brand new office in downtown Chicago 🍕 🌎 About Askable Hello, and thanks for stopping by! Askable has been revolutionizing research and insights since 2017. Founded in Australia, we've expanded to London and now the US, growing from a small team to over 70 talented individuals in just seven years. With our newest office in Chicago, we're assembling a top-tier team to ensure a strong and successful launch in the US market.Are you ready to be a key part of this journey? Read on. —————————— 🦄 Our culture Our culture drives everything we do. We live it, breathe it, and work every day to make Askable a place where people can thrive. We believe work should be fulfilling, exciting, and meaningful. Here, you’re not just part of a team. You’re part of a community that cares about what they’re building and how they’re building it. In fact, we take culture so seriously that we wrote a book on it. Our Culture Book guides what we stand for, how we work, and the values that unite us—because nothing beats winning with a team you genuinely love working with. —————————— 💡 About the role This is a senior, foundational role. You’ll be the first Enterprise Success Manager on the ground in Chicago, helping shape how Enterprise Success operates in the US while learning from and extending the proven systems built in Brisbane and London. As Enterprise Success Manager , you’ll work with some of the world’s most recognisable organisations, including, McDonalds, Mastercard, Canva, HP and more, helping them turn research run through Askable into sustained business impact over time. Askable is built on long-term partnerships with teams who rely on research to make better decisions. This role isn’t about driving usage for its own sake. It’s about helping customers build meaningful research rhythms, make better decisions, and grow the value they get from Askable as their needs evolve, while helping establish best-practice Enterprise Success foundations in a scaling US market. You’ll partner closely with enterprise research, product, and design teams, as well as with our New Business, Customer Growth, Delivery, and Product teams internally. Your mission is to ensure customers aren’t just using Askable, but using it in ways that genuinely support their business objectives and unlock long-term value. Askable grows when our customers get more value over time. Enterprise Success exists to make that happen. —————————— 🛠 What you’ll do Partner with enterprise customers to shape research cadence, priorities, and focus using Askable Tracks. Take ownership of a well-established portfolio of global enterprise customers, driving long-term value and expansion Help customers build sustainable research rhythms that support real business decisions Enable multiple users and teams within customer organisations to confidently use Askable, including AI-powered capabilities like AskAI. Protect the quality and experience of research delivered through Askable so customers trust the outcomes and enjoy the process Act as a strategic advisor, bringing a clear point of view on what good research looks like and when approaches need to evolve Translate between customer objectives and Askable’s product capabilities, ensuring alignment as priorities change Surface credible growth opportunities grounded in real usage and value, partnering with Customer Growth to support expansion Work closely with the Head of US and Head of Enterprise Success to implement and refine Enterprise Success processes for the US market Contribute to establishing operational foundations, playbooks, and best practices for a growing regional team Collaborate closely with Delivery, Product, and Support teams to ensure a seamless and high-quality customer experience In short, you help customers get more ambitious and more successful with research, while helping shape how Enterprise Success scales in the US. —————————— 🦉 Experience you’ll bring To thrive in this role, you’ll bring: 3+ years experience in a customer-facing role such as SaaS, consulting, research, or agency work A strategic, commercial approach to customer success, with the ability to connect customer outcomes to long-term growth, expansion, and value creation Experience managing complex enterprise customer relationships with multiple stakeholders Strong ability to lead strategic conversations and shape outcomes over time Comfort challenging customers constructively and bringing a clear point of view Experience collaborating across Sales, Product, Delivery, and Operations teams Familiarity with subscription or recurring revenue environments Nice to have: Exposure to UX research, product research, or insight-led organisations Experience helping customers adopt new ways of working Comfort operating in fast-changing or scaling environments Strong written and verbal communication skills —————————— 🚀 The mindset you’ll need Strategic and thoughtful. You care about outcomes, not just activity Customer-first, with edge. You build trust while being willing to challenge and guide Collaborative. You win by working closely with teammates across the business Curious and adaptable. You enjoy learning, evolving, and improving how things work Growth-oriented. You’re motivated by helping customers and yourself grow over time —————————— 🙌 Perks and benefits We believe the role itself should be the main reason you’re excited to join Askable. Perks are just the icing on the cake. That said, here are a few to get you even more excited: Competitive salary Generous paid time off, including extra monthly Askable Days Great health insurance Opportunities for international travel, including time at Askable HQ in Australia Plus plenty more we’d love to share during the interview process —————————— ☝️ Before you go… Research shows many people, particularly women and those from under-represented groups, hesitate to apply unless they meet every single requirement. At Askable, we’re committed to building diverse teams with unique perspectives. If this role excites you but your experience doesn’t align perfectly, we’d still love to hear from you.