Director, Customer Enablement

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Highlight

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

🤝 B2B

☁️ SaaS

💰 $18M Series A - Highlight on 2023-08

B2B • SaaS

Highlight is a product research platform that helps consumer-packaged-goods (CPG) teams run rapid, end-to-end product tests (in-home usage tests, concept testing, claims and sensory testing, package testing, competitive benchmarking, etc. ). The platform combines a guided survey builder, pre-vetted audience/community panel, turnkey logistics (recruiting and shipping), AI-powered analysis, and expert review to deliver decision-ready consumer insights in days. Highlight targets product and innovation teams at brands across categories (food & beverage, personal care, household goods, apparel, pet care, alcohol/NA) and emphasizes fast turnaround, high completion rates, and turnkey study execution.

📋 Description

• Drive first-project success and current customer retention • Ensure customers understand how to get maximum value from Highlight and its research capabilities • Identify and address friction in the customer journey and partner cross-functionally to improve the experience • Deliver a high-touch customer experience with timely responsiveness, customer care, and follow-through • Oversee delivery for strategic accounts and serve as a trusted research partner • Advise customers on test scoping, research methodology, pricing, and subscription drawdown • Translate customer needs into effective research approaches within Highlight • Help customers launch and complete their first project in Highlight’s software-first platform • Partner with the Plus team to improve self-serve customer success and develop scalable support processes • Identify opportunities to improve the product, onboarding experience, and broader customer journey • Enable Sales, Research, Product, and other customer-facing teams during GTM rollouts • Create, test, iterate, and roll out processes and programs that improve the customer journey • Lead research design and scoping for deals involving highly technical buyers • Own portions of discovery and scoping calls and partner with Sales on customer onsites • Lead end-to-end execution of full-service research projects from setup through analysis and reporting • Guide junior researchers in survey writing, analysis, and synthesis of complex data • Independently run survey design, analysis, reporting, survey reviews, report reviews, and ad hoc research as needed

🎯 Requirements

• 7+ years of experience leading software-enabled research studies • Strong understanding of survey design, sampling, data collection, qualitative and quantitative analysis, report writing, and presenting results • Strong research consulting and solution design skills • Deep understanding of product testing and research methodologies • Strong commercial acumen and ability to scope and price research projects against customer subscriptions • Exceptional customer orientation and responsiveness • Experience using statistical analysis software such as SPSS, R, or Python • Strong understanding of statistical concepts, techniques, and advanced methods, including TURF analysis, Crosstabs analysis, MaxDiff, forecasting, and benchmarking • Excellent analytical and problem-solving skills • Strong communication skills • Comfortable leading and contributing to GTM enablement • Detail-oriented mindset with commitment to accuracy, quality, and timely execution • Ability to work independently and collaboratively in a fast-paced environment while managing multiple customer needs and projects simultaneously

🏖️ 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 ever choose to be in person)