Sr. Customer Enablement Manager

Who We Are

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 lifecycle—from early ideas and prototypes to in-market renovation—empowering 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-end—onboarding, adoption, ongoing engagement, and insights delivery —while 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 operates—delivering product intelligence and expertise at scale through innovative software.

• 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 road mapping 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.

• 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.

• 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…