Enterprise Customer Success Manager (USA)

Enterprise Customer Success Manager

Heads up! This role is based in-person at our office in Fulton Market West Loop area, Chicago.

We're Askable the world's most loved user research platform, trusted by global brands like Mars, Mastercard, Visa, Pizza Hut, and Accenture.

Founded in Australia in 2017, Askable began as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we'd experienced firsthand. So, we set out to build a new wayone that makes quality research accessible to everyone, from Fortune 500s to startups hungry for insights.

By providing seamless access to high-quality participants and Certified Askable Researchers, we enable teams to scale research on demand, deliver insights faster, and, ultimately, build things that matter.

Now with offices in Brisbane, London, and Chicago, we're growing the team to bring Askable's research power to researchers everywhere, so they can make smarter, user-driven decisions.

About the Role

As an Enterprise Customer Success Manager, you'll work closely with your clients to plan, scope, and activate high-impact research. You'll guide them in building a continuous cadence of discovery through Askable Tracks, and ensure the insights they uncover truly move the needle for their business.

At Askable, we don't believe Customer Success is just about retention - for us, great CS is about delivering exponential value over time. We're not here to simply keep clients; we're here to help them grow. And we believe that when our clients succeed, we succeed.

This is a rare opportunity to help shape and grow the world's biggest brands by connecting them with game-changing insights from their customers and markets.

What You'll Do

Guide your customers to shape and deliver research that drives real outcomes for their business and customers

Get your customers hooked on Askable Tracks through building a continuous cadence of high-impact research

Scope and plan projects in collaboration with customers, ensuring each one aligns with their objectives and supports insight-driven decision making

Enable and equip stakeholders across research, product, design, and operations - from hands-on users to senior leaders - to succeed through continuous access to quality research and insights

Collaborate with internal teams (Delivery, Fulfilment, Product, Sales) to ensure projects are delivered seamlessly and insights land with impact

Actively manage account health to surface risks and unlock opportunities to deliver exponential value - driving retention, growth, and expansion of your client relationships

Experience You'll Have

At least 3-5 years experience in a Customer Success, Account Management or Client Services role within a SaaS or commercial B2B environment.

You'll also be able to demonstrate :

• Experience managing large, strategic accounts (e.g. $100k+ ARR or high-complexity stakeholders)
• Proven progression in your career (e.g. promoted, owned more complex portfolios, led initiatives)
• Familiarity with long sales or renewal cycles, enterprise stakeholder dynamics, and post-sale value delivery
• Exposure to a high-growth or startup / scale-up environment where ambiguity, experimentation, and ownership are part of the job

Skills and Attitude You'll Bring

This isn't just a relationship role - it's about making your clients successful through strategic partnership and operational follow-through.

You'll bring :

Perks and Benefits

Your excitement about the role itself is what matters most to us. Perks are just the icing on the cakebut let us share a few to whet your appetite.

Research shows many people (especially women and minority groups) hesitate to apply unless they meet every single requirement. At Askable, we're committed to building diverse teams with unique perspectives. If you're excited about this role but your experience doesn't align perfectly, we'd still love to hear from you.