Customer Enablement Manager

Zappi•Boston, MA

1d•Remote

About The Position

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.

Requirements

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.

Responsibilities

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.
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.
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.
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.

Benefits

Salary range $131,001 - $145,600 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