Director, Customer Enablement

Highlight (HearstLab); United States; Remote; USD 125,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

Flexible remote WFH

Hearst Tower access (NYC)

Job summary

Highlight is seeking a Customer Enablement Lead to strengthen relationships with core customers, defend our value, and drive growth across existing accounts and prospects. You will oversee delivery for top strategic accounts and partner with Sales on new business and expansion.

You will guide research design, scoping, and pricing, ensuring projects align with customer needs and Highlight capabilities while delivering high CSAT and value.

Qualifications

• 7+ years of experience leading software-enabled research studies.
• Strong survey design, sampling, data collection, analysis, and reporting.
• Ability to scope and price research projects against subscriptions.
• Translate complex findings into practical recommendations for customers.
• Excellent analytical and problem-solving skills and cross-functional collaboration.

Responsibilities

• Drive first-project success and high customer retention across accounts.
• Proactively identify friction in the customer journey and improve it.
• Lead end-to-end execution of research projects using Highlight platform.
• Advise customers on scoping, design methodologies, and pricing.
• Support GTM enablement and rollout of new processes and programs.

Skills

Research design

Survey design

Data analysis

Pricing / scoping

Communication

Statistical methods

Tools

SPSS

R

Python

Job description

Highlight is looking for a Customer Enablement Lead to join our team and help us deepen relationships with core customers, defend our unique value, and drive future growth with existing accounts and prospects. You will ensure Highlight operates to industry standards, presents our capabilities with a unique point of view, and goes to market with a best-in-class consumer insights toolkit. You will oversee delivery for top strategic accounts, partner with sales on new business and expansion, and help customers leverage the power of Highlight across the new product development lifecycle.

Responsibilities will include:

• Drive first-project success and customer retention by ensuring customers have a strong experience from their first project through ongoing testing, helping them get the most value from Highlight and building confidence in the platform and our research capabilities
• Proactively identify and address friction in the customer journey, partnering cross-functionally to improve the experience and reduce risks to retention
• Deliver a high-touch customer experience grounded in timely responsiveness, extreme customer care, and strong follow-through, especially when customers need help scoping or drawing down projects against their subscriptions
• Manage delivery for strategic accounts running a high volume of research, serving as a trusted research partner who understands their business and research goals
• Advise customers on the smartest ways to scope their tests and design methodologies to answer their research questions effectively, balancing rigor, speed, and cost
• Help customers efficiently draw down projects against their subscriptions by providing fast, thoughtful guidance on scoping, methodology, and pricing, ensuring projects move smoothly from idea to execution
• Accurately scope and price projects against customer subscriptions, ensuring recommendations align with both customer needs and Highlight's capabilities
• Translate customer needs into effective research approaches and ways of working within Highlight that drive high-quality outcomes and high CSAT
• Enable self-serve customer success by helping customers confidently navigate the platform and get to value quickly
• Partner with internal teams to improve the customer experience, identify friction in the self-serve journey, and develop scalable ways to help customers succeed without requiring high-touch support
• Lead end-to-end execution of full-service research projects, using the Highlight platform to manage research from setup through analysis and reporting
• Guide junior researchers in survey writing, analysis, and synthesizing complex data into clear, compelling insights and actionable recommendations
• Support the broader team with ad hoc research and quality needs, including survey and report reviews
• Partner with Sales, Research, Product, and other cross-functional leaders to translate new products, processes, and ways of working into practical customer-facing motions
• Lead research design and scoping for deals associated with highly technical buyers by partnering with sales in discovery, pitch, and research roadmapping for key accounts

You’re a great fit if you:

• Have 7+ years of experience leading software-enabled research studies, with strong understanding of survey design, sampling, data collection, qualitative and quantitative analysis, report writing, and presenting results
• Possess strong research consulting and solution design skills, with the ability to understand a customer’s research goals and recommend the right methodology, scope, and approach within Highlight
• Have deep understanding of product testing and research methodologies, with the ability to translate complex research concepts into clear, practical recommendations tied to customer and business value
• Demonstrate strong commercial acumen, with the ability to accurately scope and price research projects against customer subscriptions while balancing customer needs, research quality, and Highlight’s capabilities
• Show exceptional customer orientation and responsiveness, moving quickly, following through, and genuinely caring about making customers successful
• Have experience using statistical analysis software such as SPSS, R, or Python, with a strong understanding of statistical concepts, techniques, and advanced methods (TURF analysis, Crosstabs analysis, MaxDiff, forecasting, benchmarking)
• Possess excellent analytical and problem-solving skills, with the ability to translate data into actionable insights, impactful visuals, and clear storytelling
• Communicate complex findings and recommendations clearly to customers and effectively partner with cross-functional teams
• Are comfortable leading and contributing to GTM enablement, including creating, testing, iterating, and rolling out new processes and programs that improve the customer journey
• Have a detail-oriented mindset with a commitment to accuracy, quality, and timely execution
• Can work independently and collaboratively in a fast-paced environment, managing multiple customer needs and projects simultaneously while maintaining a high bar for customer care

Total Compensation

The base salary range for this position is $125,000 - $140,000.

Additional benefits include:

• Health insurance (medical, dental, vision) with 100% of employee premiums covered
• Unlimited PTO
• Flexible, remote WFH culture
• Access to the iconic Hearst Tower & its facilities in NYC (optional)