Customer Success Executive (UK)

Askable; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading user research platform in London is seeking a Customer Success Executive. This role focuses on the recruitment and fulfilment of research projects for clients like Mastercard and BBC. You will serve as the first point of contact, conduct feasibility checks, and help onboard new clients. The ideal candidate has at least 2 years of experience in customer support and excellent communication skills. This position offers a competitive salary and additional perks like international travel opportunities.

Benefits

Competitive Salary

Uncapped competitive commission

28 days holiday

15 extra days paid leave

Opportunities for international travel

Qualifications

• 2+ years of experience in customer support, ideally in SaaS, tech, or research.
• Ability to manage your own workflow and solve problems on your own.
• Willingness to grow and improve continuously.

Responsibilities

• Act as the first point of contact for clients and researchers.
• Review studies and proactively flag risks or ethical concerns.
• Deliver training sessions for new clients on the platform.

Skills

Clear written and verbal communication

Organized multitasker

Tech-savvy

Familiar with UX research workflows

Tools

CRMs

Spreadsheets

Slack

Notion

Job description

🇬🇧 H heads up! This role is based 100% in-person from our office in Shoreditch, London.

About Askable

Hey, we’re Askable - the world’s most loved user research platform. Loved by whom you ask? Deliveroo, Tesco, Pizza Hut, BBC, Mastercard and hundreds more. Not bad right?

Askable began in 2017 as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we’d experienced firsthand. We set out to build a new way—one that makes quality research accessible to everyone, from Fortune 500s to startups hungry for insights.

By providing seamless access to high-quality participants and Certified Askable Researchers, we enable teams to scale research on demand, deliver insights faster, and, ultimately, build things that matter.

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

We’re looking for a dedicated, ambitious, proactive people‑person to join our Customer Success team as a Customer Success Executive focussed on the recruitment and fulfilment of research projects for our clients.

This is a Customer Success role with a twist. Alongside being an advisor, guide and first‑line of support for our clients, you’ll be hands‑on in making sure research studies get the right participants on time, every time. You’ll work closely with our Participant Marketing Specialist and delivery team, approving studies, running quick feasibility checks, monitoring live projects, and stepping in early if something looks at risk. Some of the brands you’ll support are among the UK (and the world’s) largest companies, such as Mastercard, Deliveroo, BBC, British Airways and more.

Our Customer Success and Support team is the backbone of who we are and what we do. Our clients and participants look to us for support and guidance—so we’re looking for someone who can deliver the unexpected to really blow their socks off.

What you’ll do

• Be the go‑to guide: Act as the first point of contact for clients, researchers, and participants—building confidence by resolving questions quickly and delivering a standout experience.
• Set projects up for success: Review new studies with a sharp eye—checking screeners, incentives and quotas—while proactively flagging risks or ethical concerns before launch.
• Own feasibility as an advisor: Be the go‑to expert for feasibility, advising both clients and our internal teams (sales and enterprise success). Use data, past project learnings, and market knowledge to guide decisions, shape proposals, and ensure we’re setting up the right projects for success.
• Enable clients on the platform: Deliver onboarding and training sessions with new clients where needed—enabling, advising, and supporting them to leverage the full Askable suite with confidence.
• Keep fulfilment on track: Monitor live dashboards, coordinate campaigns across sources, and step in early to accelerate lagging studies.
• Grow our participant panel: Work with our marketing specialists internally to direct and monitor campaigns that bring us the right participants to meet the current and future needs of our clients.
• Champion participant success: Ensure participants feel respected, safe, and valued at every touchpoint, escalating any welfare concerns immediately.
• Stay close to clients: Jump into chat/email when volume spikes—not just to troubleshoot, but to leave every client and researcher with a better experience than they expected.
• Help us continuously improve: Share learnings, refine playbooks, update FAQs, and contribute ideas that make each project smoother and every experience better.

Skills and experience you’ll bring

To hit the ground running in this role you’ll need at least 2 years experience working in a customer support role—ideally in Software as a Service, tech or research company.

• Excel at clear written and verbal communication
• Are an organised multitasker, comfortable juggling priorities in a fast‑paced environment
• Are tech‑savvy, familiar with CRMs, spreadsheets, Slack, Notion
• Bonus points for familiarity with UX research workflows or participant platform

The mindset you’ll need

• Winning with your team: You’ll be proud of the individual work you do, but find winning as a team ultimately more fulfilling. This includes having the emotional maturity to give and receive constructive feedback to better the team as a whole.
• Independence and curiosity: You won’t find cabinets full of step‑by‑step instructions at Askable. You’ll need to think on your feet, manage your own workflow, problem‑solve roadblocks, proactively ask questions, and take responsibility for the goals you set.
• Growth‑focused: You’ll enjoy the idea of a stretch goal and always be looking for opportunities to improve yourself, your team, and the business.
• Quick to learn: You’ll bring an ability to quickly learn and understand our product solutions and features, and keep up to date as our offerings evolve.

Perks and benefits

Your excitement about the role itself is what matters most to us. Perks are just the icing on the cake—but here are a few to whet your appetite. 🍰

• Competitive Salary
• Uncapped competitive commission (the more you sell, the more you’ll make!)
• 28 days holiday (including bank holidays)
• Extra 15 days of paid annual leave (We call them Askable Days and we all take them on the same day so no one can bother you on that day)
• Opportunities for international travel, including a trip to Askable HQ in Australia soon after starting
• Plus 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.