Customer Support and Enablement Partner

Role overview

Help research clients get value from a software platform, from onboarding and training through ongoing product support and releases. The role combines client enablement, issue triage, learning content, and practical projects that make customer success work more efficient.

Responsibilities

- Lead client orientations and report walkthroughs, helping users explore data and customize reports and showreels. - Support onboarding and implementation, join client meetings, and create learning materials and training videos. - Respond promptly to product questions, review AI-assisted answers, and improve help content when gaps appear. - Document and escalate defects with reproduction steps, urgency, and client impact; share recurring friction and feedback with product teams. - Prepare release communications and update support materials as features change. - Improve workflows, communications, and handoffs across customer success, research, sales, product, and engineering.

Requirements

- 2–3 years of market research experience, such as agency, supplier, or client-side insights work. - Around 2 years in a client-facing, research operations, or support role; SaaS, research technology, or agency experience is relevant. - Strong grasp of research workflows and terminology, including how studies are built, fielded, and reported. - Excellent written communication and ability to explain technical concepts simply. - Ability to manage several client conversations while maintaining speed and quality. - Organization, initiative, and comfort leading live training and creating clear walkthrough videos.

Benefits and work setup

The listing describes hybrid work, flexible time off, health coverage, stock options, a retirement plan with company match, a laptop, and a one-time technology stipend. It gives a salary range of $90,000–$120,000.