Sr. Customer Enablement Manager

Sr. Customer Enablement Manager

Highlight is the definitive product intelligence platform enabling brands to create products people love. Powered by a proprietary community, seamless logistics, expert research methodologies, and AI-driven analytics, Highlight's platform is purpose-built for modern physical product teams and trusted by leading brands, top retailers, and emerging innovators alike. The Highlight platform delivers high-impact insights with unmatched quality across every stage of the product innovation lifecyclefrom early ideas and prototypes to in-market renovationempowering teams to act quickly and bring winning products to market with confidence.

Highlight is not a DIY platform. Our Customer Enablement team is there to support customers, from onboarding and ongoing training, to collaborating on project set up and quality checks along the way, to consulting on turning insight into action. As part of the Customer Enablement team, you will play a pivotal role in ensuring our customers realize maximum value from Highlight. You'll own customer relationships end-to-endonboarding, adoption, ongoing engagement, and insights deliverywhile serving as a trusted, consultative partner who leverages research skills and industry experience to help customers reach their goals using Highlight.

This role is highly cross-functional. You'll work closely with Ops to keep customer tests on track, Sales to align Highlight's solutions with customer needs, and Product to provide customer-driven insights that inform new features and product launches. You'll also have the freedom to explore and pilot new approaches that expand Highlight's total addressable market, strengthen customer value, and build a competitive data advantage.

In addition to bringing a wealth of insights and product testing knowledge to the table, the ideal candidate will have strong strategic thinking, project management and problem resolution skills, and be driven to create tools, best practices and methods that position Highlight as the experts in product testing. Ability to adapt to changing priorities in an effort to meet multiple project timelines and stakeholder needs is a must.

This role is perfect for an insights expert and innovator passionate about reshaping how our industry operatesdelivering product intelligence and expertise at scale through innovative software.

Own and Grow Customer Relationships:

• Act as the primary point of contact for your accounts (both subscriptions and a la carte/pilots), ensuring excellent service and long-term success.
• Onboard new customers, guide them through product setup and training, and ensure successful implementation of their tests.
• Work with your Customer Development counterparts to conduct regular check-ins and business reviews to assess progress, gather feedback, discuss future goals, and ensure path to renewal.
• Leverage research skills and industry expertise to understand customer goals and challenges, and provide tailored recommendations to research roadmapping and individual test design using Highlight best practices (for both new and existing customers).
• Identify upsell and cross-sell opportunities that expand customer use of Highlight's platform.

Drive Project Delivery and Success Outcomes:

• Manage projects using the Highlight app by coordinating with internal support functions, QCing recruits, reviewing customers' surveys, monitoring fieldwork, coordinating deliverable creation, and ensuring all steps meet quality standards and timelines.
• Occasionally manage full service or custom needs requiring custom survey writing and tailored outputs outside the platform.
• Advise customers on best practices and process improvements that maximize value and quality from Highlight, steering away from undue complexity.
• Manage customer escalations and ensure issues are resolved quickly and effectively, leading with empathy, accountability, and clarity.

Drive Platform Adoption, Engagement, and Enablement:

• Lead customer demos, onboarding, and training sessions to deepen product knowledge and adoption.
• Develop and refine playbooks, processes, and resources that standardize and scale enablement best practices and speed up time to adoption.
• Advocate for customers internally, ensuring their insights shape product roadmap and they feel their voice is heard.
• Support internal team enablement by creating tools, best practices, and case studies that Highlight customer impact.

About You:

• 5-7 yrs experience enabling customers' success at research technology companies
• Deep experience designing and executing research studies, including expertise in survey design, sampling techniques, data collection methods, qual and quant analysis, report writing, and presentation of results.
• Experience leading customer onboarding and training.
• Expertise in physical product research, across quantitative and qualitative methodologies; strong understanding of statistical concepts and techniques including Penalty analysis, TURF analysis, and MaxDiff.
• Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights and storytelling reports.
• Strong communication skills, with the ability to convey complex findings and recommendations to customers.
• Experience leading workshops, training, and enablement sessions.
• Detail-oriented mindset with a commitment to accuracy and quality in research and analysis.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple projects simultaneously.
• Degree in Market Research, Psychology, Sensory Science, Integrated Innovation, Statistics, Behavioral Science or related field.

Benefits:

• 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 (should you choose to ever be in person)
• Based on previous experience and skillset, the starting base salary for this position is $105,000 - $130,000

You don't need to meet every qualification listed to applywe value potential, curiosity, and diverse perspectives. At Highlight, we believe that innovation thrives when different experiences and ideas come together. We're committed to building an inclusive team where individuals of all backgrounds - including but not limited to - race, age, gender identity and expression, sexual orientation, national origin, religion, disability, veteran status, and morefeel empowered to contribute and grow.

If you're a critical thinker who's not afraid to challenge assumptions, we'd love to hear from you. We're a passionate, supportive team that puts Humans First, cares about each other, and yeswe take our tacos seriously.