Enterprise Customer Success Manager

About the role

Partner with enterprise customers to shape research cadence, priorities, and focus using Askable Tracks.
Take ownership of a well-established portfolio of global enterprise customers, driving long-term value and expansion.
Help customers build sustainable research rhythms that support real business decisions.
Enable multiple users and teams within customer organizations to confidently use Askable, including AI-powered capabilities like AskAI.
Protect the quality and experience of research delivered through Askable so customers trust the outcomes and enjoy the process.
Act as a strategic advisor, bringing a clear point of view on what good research looks like and when approaches need to evolve.
Surface credible growth opportunities grounded in real usage and value, partnering with Customer Growth to support expansion.
Work closely with the Head of US and Head of Enterprise Success to implement and refine Enterprise Success processes for the US market.
Contribute to establishing operational foundations, playbooks, and best practices for a growing regional team.
Collaborate closely with Delivery, Product, and Support teams to ensure a seamless and high-quality customer experience.

Responsibilities

• Partner with enterprise customers to shape research cadence, priorities, and focus using Askable Tracks.
• Take ownership of a well-established portfolio of global enterprise customers, driving long-term value and expansion.
• Help customers build sustainable research rhythms that support real business decisions.
• Enable multiple users and teams within customer organizations to confidently use Askable, including AI-powered capabilities like AskAI.
• Protect the quality and experience of research delivered through Askable so customers trust the outcomes and enjoy the process.
• Act as a strategic advisor, bringing a clear point of view on what good research looks like and when approaches need to evolve.
• Surface credible growth opportunities grounded in real usage and value, partnering with Customer Growth to support expansion.
• Work closely with the Head of US and Head of Enterprise Success to implement and refine Enterprise Success processes for the US market.
• Contribute to establishing operational foundations, playbooks, and best practices for a growing regional team.
• Collaborate closely with Delivery, Product, and Support teams to ensure a seamless and high-quality customer experience.

Requirements

• 3+ years experience in a customer-facing role such as SaaS, consulting, research, or agency work.
• A strategic, commercial approach to customer success, with the ability to connect customer outcomes to long-term growth, expansion, and value creation.
• Experience managing complex enterprise customer relationships with multiple stakeholders.
• Strong ability to lead strategic conversations and shape outcomes over time.
• Comfort challenging customers constructively and bringing a clear point of view.
• Experience collaborating across Sales, Product, Delivery, and Operations teams.
• Familiarity with subscription or recurring revenue environments.

Qualifications

• Nice To Have: Exposure to UX research, product research, or insight-led organisations.
• Experience helping customers adopt new ways of working.
• Comfort operating in fast-changing or scaling environments.
• Strong written and verbal communication skills.

Skills

• Strategic and thoughtful.
• Care about outcomes, not just activity.
• Customer-first, with edge.
• Build trust while being willing to challenge and guide.
• Collaborative.
• Enjoy learning, evolving, and improving how things work.
• Growth-oriented.

Benefits

• Competitive salary.
• Generous paid time off, including extra monthly Askable Days.
• Great health insurance.
• Opportunities for international travel, including time at Askable HQ in Australia.
• Plus plenty more we’d love to share during the interview process.