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Role 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

• 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.

Qualifications

• 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 $131,001 - $145,600 per annum + 5% bonus. Salaries are benchmarked annually.
• Three 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.