Customer Success Exec (US)

Customer Success Executive

Heads up! This role is based 100% in-person, working 5 days a week from our office in Fulton Market West Loop area, Chicago.

About Askable

Hey there! 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in Australia in 2017, Askable began as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we'd experienced firsthand.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.

Our culture drives everything we do. We live it, breathe it, and work every day to make Askable a place where people can thrive.

We believe work should be fulfilling, exciting, and meaningful. Here, you're not just part of a team. You're part of a community that cares about what they're building and how they're building it.

In fact, we take culture so seriously that we wrote a book on it. Our Culture Book guides what we stand for, how we work, and the values that unite usbecause nothing beats winning with a team you genuinely love working with.

About the role

We're looking for a dedicated, ambitious, proactive people-person to join our Customer Success team as a Customer Success Executive focused on the recruitment and fulfillment of research projects for our clients.

This is a Customer Success role with a twist. Alongside being an advisor, guide, and first-line of support for our clients, you'll be hands-on in making sure research studies get the right participants on time, every time. You'll work closely with our Participant Marketing Specialist and delivery team, approving studies, running quick feasibility checks, monitoring live projects, and stepping in early if something looks at risk. Some of the brands you'll support are among the USA's largest companies, such as Mastercard, McDonald's, Sephora, Canva, and more.

Our Customer Success and Support team is the backbone of who we are and what we do. Our clients and participants look to us for support and guidanceso we're looking for someone who can deliver the unexpected to really blow their socks off.

What you'll do

• Be the go-to guide : Act as the first point of contact for clients, researchers, and participantsbuilding confidence by resolving questions quickly and delivering a standout experience.
• Set projects up for success : Review new studies with a sharp eyechecking screeners, incentives, and quotaswhile proactively flagging risks or ethical concerns before launch.
• Own feasibility as an advisor : Be the go-to expert for feasibility, advising both clients and our internal teams (sales and enterprise success). Use data, past project learnings, and market knowledge to guide decisions, shape proposals, and ensure we're setting up the right projects for success.
• Enable clients on the platform : Deliver onboarding and training sessions with new clients where neededenabling, advising, and supporting them to leverage the full Askable suite with confidence.
• Keep fulfillment on track : Monitor live dashboards, coordinate campaigns across sources, and step in early to accelerate lagging studies.
• Grow our participant panel : Work with our marketing specialists internally to direct and monitor campaigns that bring us the right participants to meet the current and future needs of your clients.
• Champion participant success : Ensure participants feel respected, safe, and valued at every touchpoint, escalating any welfare concerns immediately.
• Stay close to clients : Jump into chat / email when volume spikesnot just to troubleshoot, but to leave every client and researcher with a better experience than they expected.
• Help us continuously improve : Share learnings, refine playbooks, update FAQs, and contribute ideas that make each project smoother and every experience better.

Experience You'll Have

To hit the ground running in this role you'll need at least 2 years experience working in a customer support roleideally in Software as a Service, tech, or research company.

You'll also be able to show that you :

The mindset you'll need

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.

Before you go...

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.