Director, Customer Enablement

About the role

• Highlight is looking for talented and energetic individuals who are motivated and driven. We are a fast-paced, rapid-growth early-stage Series A company changing how brands test physical products and digital concepts. 
• In 2026, we're focused on bolstering our team of functional experts whose contributions will deepen relationships with core customers, defend the unique value we’re providing today, and propel future growth with existing accounts and prospects.
• Today, as part of the Customer Enablement team, 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. In addition to overseeing delivery for top strategic accounts assigned to you (such as Hanes), you will partner with reps on new business and expansion to win the hearts and minds of new and existing customers, starting early in the sales process through use-case expansion and reselling the value of Highlight. Ultimately, you will combine your business acumen, knowledge of the competitive landscape, and deep research knowledge to help customers leverage the power of Highlight across the new product development lifecycle.

Your impact

• Drive first-project success and current customer retention
• • Ensure customers have a strong experience from their first project through ongoing testing, helping them understand how to 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, particularly when customers need help scoping or drawing down projects against their subscriptions.
• Oversee strategic account delivery
• • Manage delivery for strategic accounts running a high volume of research on Highlight, 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 and 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.
  • Treat every customer interaction as an opportunity to build trust and reinforce Highlight as a responsive, high-care research partner.

• Enable self-serve customer success
• • Help customers successfully launch and complete their first project in Highlight’s software-first experience, ensuring they can confidently navigate the platform and get to value quickly.
  • Partner with the Plus team 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.
  • Lean in on premium or more complex Plus customers when additional research expertise, scoping guidance, or hands-on support is needed, while maintaining a software-first mindset.
  • Help define and scale the processes, resources, and customer journeys that enable self-serve and Plus customers to independently run high-quality research on Highlight.
  • Use learnings from customer interactions and project delivery to identify opportunities to improve the product, onboarding experience, and broader customer journey.

Secondary Focus Areas

• Enable GTM and customer-facing teams
• • Partner with Sales, Research, Product, and other cross-functional leaders to translate new products, processes, and ways of working into practical customer-facing motions.
  • Help create, design, test, iterate, and roll out new processes and programs that improve the customer journey and enable teams to work more effectively.
  • Serve as an enablement and delivery SME during GTM rollouts, helping teams understand not just what is changing, but how to apply it effectively with customers.
• Unlock growth opportunities with new and existing customers 
• • 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
  • Own portions of discovery and scoping calls to understand business requirements, crucial to guide the design and implementation of solutions that drive measurable business outcomes. 
  • Partner with the Sales team on customer onsites for your set of key accounts, focused on thought leadership, research roadmapping, and expansion efforts, and new ways in for Highlight
• Deliver full-service research projects
• • Lead end-to-end execution of projects for customers looking for more hands-on support, 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.
  • Step in to independently run projects or portions of projects—including survey design, analysis, and reporting—as needed, ensuring work meets quality standards and timelines.
  • Support the broader team with ad hoc research and quality needs, including survey and report reviews.

About you

• 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.
• 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.
• 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.
• 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.
• Exceptional customer orientation and responsiveness—you move quickly, follow through, and genuinely care about making customers successful, particularly when helping them scope and draw down projects on their subscriptions.
• 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).
• Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights, impactful visuals, and clear storytelling.
• Strong communication skills, with the ability to convey complex findings and recommendations to customers and effectively partner with Sales, Customer Development, Research, and other cross-functional teams.
• Comfortable leading and contributing to GTM enablement, including creating, testing, iterating, and rolling out new processes and programs that improve the customer journey.
• Detail-oriented mindset with a commitment to accuracy, quality, and timely execution.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple customer needs and projects simultaneously while maintaining a high bar for customer care.

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)
• Based on previous experience and skill set, the base salary range for this position is: $125,000 - $140,000