Customer Enablement Manager

Job Description

Job Description

Description

We are seeking an EST based Customer Enablement Manager to lead enablement strategy and execution for one of our most significant and complex global clients, a long-standing, highly engaged organization that sees Zappi as a critical partner in their research transformation.

This is a pivotal role that will drive the development and deployment of client-specific training materials and enablement initiatives that support the rollout of product enhancements, major platform updates, and new product launches.

The ideal candidate will act as a strategic bridge between our customer, product, research, and customer success teams — ensuring both our internal teams and client stakeholders are equipped to understand, adopt, and maximise the value of Zappi’s evolving platform and methodologies.

Key Responsibilities

1. Client-Specific Training and Enablement

• Own the creation, evolution, and deployment of training materials tailored to one of Zappi’s largest and most strategically important global clients.
• Develop and maintain comprehensive, up-to-date FAQs, training decks and supporting documentation aligned with the client’s specific ways of working.
• Translate technical updates and research advancements into clear, customer-ready materials for both CSMs and client stakeholders.
• Deliver presentations and lead training sessions for stakeholders at all levels within the client organisation.

2. Cross-Functional Collaboration

• Partner closely with program management, research, and product teams to fully understand upcoming updates and changes.
• Collaborate daily with client stakeholders to ensure all enablement materials integrate seamlessly into their broader ecosystem and complement tools from other vendors.
• Work with internal Zappi teams to shape and communicate a cohesive point of view on research and data-related questions from the client.
• Skilled in managing and motivating teams across all levels, fostering collaboration and clear communication within Zappi and with clients to drive successful change initiatives.
• Thrives in fast-paced settings with evolving demands, adapting seamlessly to competing priorities and ongoing scope adjustments while maintaining delivery excellence.

3. Insight & Research Support

• Act as a subject matter expert capable of defending methodologies and working with research expertise to explain research outcomes in accessible, business-relevant terms.
• Partner with research and strategy teams to explore advanced topics such as category management, multi-market data comparisons, and growth philosophies.

4. Internal Enablement & Upskilling

• Upskill and enable the CSM team on new tools, methodologies, and enablement materials in order to drive GTM effectiveness.
• Savvy at learning new tools and products, and applying them to solve customer challenges.
• Ensure the team can confidently present and defend Zappi’s methodologies and value propositions to executive-level stakeholders.

Skills, Knowledge and Expertise

Who You Are

• A trusted partner who thrives on collaboration with both global clients and internal stakeholders.
• A problem solver who approaches challenges with curiosity, structure, and resilience.
• A clear communicator who can simplify complex product or research topics into compelling, customer-facing narratives.
• A calm, confident facilitator, skilled at handling objections and navigating high-stakes discussions.
• A strategic enabler, capable of engaging stakeholders of all levels and understanding, through thoughtful presentations, workshops, and training.

Qualifications & Experience

• Proven experience in Customer Success, Product Marketing, or Customer Enablement within a SaaS, research, or insights organisation.
• Capacity to quickly acquire a deep understanding of Zappi’s tools and platforms and how it drives value within large, global organisations.
• Experience building enablement programs and content for enterprise-scale clients, preferably for a CPG organization.
• Strong analytical skills, with deep understanding of research methodologies and fundamentals.
• Exceptional written, visual, and verbal communication skills.

Benefits

• Salary range $130,000 - $145,000 per annum + 5% bonus. Salaries are benchmarked annually
• Thee paid company mental health days (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
• Generous PTO - Minimum of 20 days of paid time off per year, plus national holidays. Leave over 30 days requires manager and People team approval.
• Flexible working arrangements, including remote (unless otherwise specified)
• Thoughtfully designed offices to support both individual work and collaboration without interrupting others
• Support setting up your home office, if appropriate
• Wellbeing benefits and access to trained therapists / counsellors
• Company paid Life, AD&D, Short term & Long term disability
• Immediate access to Zappi's Health, Dental and Vision Insurance Plan
• Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
• Tailored personal development through training allowances, coaching, mentorship and career frameworks

Why join us?

We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet .

Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here.

We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities.

Earning B Corp certification assures us we’re on the right track and have structures in place to become the business we want to be.

Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021!

Zappi Company Culture Highlights

• Winner of Comparably's Award for Best Company for Women 2022
• Winner of Comparably's Award for Best Company Work-Life Balance 2022
• Winner of Comparably's Award for Best Company Compensation 2022
• Winner of Comparably's Award for Best CEO for Women 2022
• Winner of Comparably's Award for Best Company for Diversity 2022
• Winner of Comparably's Award for Best Company Culture 2022
• Winner of Comparably's Award for Best CEO 2022
• Winner of Comparably's Award for Best Happiness 2022
• Winner of Comparably's Award for Best Leadership Teams 2023
• Winner of Comparably's Award for Best CEOs for Diversity 2023
• Winner of Comparably's Award for Best Engineering Teams 2023
• Winner of Comparably's Award for Best Company Outlook 2023
• Winner of Newsweek’s Top 100 Most Loved Workplaces in the UK 2022 & 2023
• Recognised by Fast Company’s Best Workplaces for Innovators 2023
• Winner of Best Marketing Insights Platform in the MarTech Breakthrough Awards 2023 & 2024

Equal Opportunity

Zappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws.

We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone's unique perspectives and talents are valued and respected.