Head of Enterprise Success

Job description

🇦🇺 Heads up! This role is based in-person at our office in sunny Brisbane, Australia. 🇦🇺 –––––––––––––––––––– 🌎 About Askable AUSTRALIA Hey, we’re Askable - the world’s most loved user research platform. Loved by whom you ask? Woolies, Qantas, Canva, BUPA, CommBank, NAB, Telstra, BBC, Mastercard and hundreds more. Not bad right? We help teams run better research faster, from participant recruitment to insights (so they can build products people actually want). Askable began in 2017 as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we’d experienced firsthand. So, we set out to build a new way—one that makes quality research accessible to everyone, from Fortune 500s to startups hungry for insights. Now with offices in Brisbane, London, and Chicago, we’re growing the team to bring Askable’s research power to researchers everywhere, so they can make smarter, user-driven decisions. –––––––––––––––––––– 🦄 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 At Askable, we don't believe Enterprise Success is just about retention. Great ES delivers exponential value over time. We're not here to simply keep clients, we're here to help them grow. As Head of Enterprise Success, you'll own the team that owns our most valuable relationships. You'll help set the strategy for how we grow enterprise accounts, coach and grow a team of Enterprise Success Managers to run it and carry a small but mighty book of your own so you stay close to the work. This is a player-coach role, and we mean both halves of that. You'll be in the room with your team's biggest accounts, and you'll be in the room with your own. What you learn in one makes you better at the other. You'll report to the Head of Revenue APAC and you'll be one of the people shaping what enterprise growth looks like at Askable as we scale. –––––––––––––––––––– 🛠 What you’ll do Lead the team Coach a team of Enterprise Customer Success Managers to plan, scope and activate high-impact research for their accounts Set clear expectations, run a rhythm of one-on-ones and account reviews, and hold the standard on quality Give feedback that lands and take it just as well Hire, onboard and develop as the team grows Own the number Own the team's retention and growth targets, and carry a personal book alongside them Forecast accurately, spot risk early and act on it before it becomes a renewal conversation Build the account strategies that turn steady customers into growth accounts Work the pipeline of expansion opportunities across the portfolio, not just the ones in front of you Build the function Design the playbooks, cadences and health signals that make enterprise success repeatable rather than heroic Partner with BD on handover, with Product on what customers actually need, and with Delivery and Fulfilment so projects land with impact Bring the voice of the enterprise customer into how we build and sell Stay close to customers Run regular face-to-face meetings with key accounts, including in Sydney and Melbourne Deliver compelling demonstrations to new teams inside existing accounts and shape custom solutions for complex needs Get your accounts hooked on Askable Tracks through a continuous cadence of high-impact research –––––––––––––––––––– 🦉 Your Experience so Far To hit the ground running you'll need experience leading a customer-facing team, plus a track record of carrying and hitting a number yourself. 4+ years in Enterprise Success, Account Management or similar, with at least 2 years leading people Proven ownership of a retention and growth target for a team or a large portfolio Experience managing large, strategic accounts (e.g. $150k+ ARR or high-complexity stakeholder maps) Familiarity with long renewal cycles, enterprise procurement and post-sale value delivery Time in a high-growth startup or scale-up, where ambiguity, experimentation and ownership come with the job Bonus points if you've built a ES function from a small base rather than inherited a mature one –––––––––––––––––––– 🚀 Skills that you have Leadership that develops people: you'll get more out of coaching your team than doing the work yourself, and you'll know when to step in and when to step back Commercial instinct: you'll read a portfolio, find the growth, and know which activity actually moves the number during a campaign Excellent verbal and written communication: you'll build authentic relationships with senior stakeholders and construct proposals that win Comfort with data: you'll use usage and pipeline data to make decisions, not just to report on them Collaboration: your team will rely on you and, when needed, you'll rely on them. That includes the emotional maturity to give and receive constructive feedback Independence and curiosity: you'll manage your own workflow, solve your own roadblocks and take responsibility for the goals you set Growth mindset: you'll enjoy a stretch goal and keep looking for ways to improve yourself, your team and the business Technological proficiency: you'll learn and leverage technology (including Slack, HubSpot, Google Workspace) to perform as if we're a much larger team –––––––––––––––––––– 🙌 Perks and benefits Your excitement about the role itself is what matters most to us. Perks are just the icing on the cake -but let us share a few to whet your appetite. 🍰 AUSTRALIA Competitive salary A vibrant and social work environment Askable Days: a bonus paid day off every month (giving you a total of 7 weeks annual leave ! 🥳) Lunch provided, every day! Free public transport to get you to and from the office And more! We'll be happy to chat about all our other perks during the interview process. –––––––––––––––––––– ☝️ Before you go... Research shows many people (especially women and minority groups) hesitate to apply unless they meet every single requirement. At Askable, we’re committed to building diverse teams with unique perspectives. If you’re excited about this role but your experience doesn’t align perfectly, we’d still love to hear from you.