Customer Enablement Manager

Customer Enablement Manager

Department: Customer

Employment Type: Full Time

Location: Boston, MA

Reporting To: Caitlin Galvin

Compensation: $131,001 - $145,600 / year

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.

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.

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…