Customer Enablement Manager

Job Summary

The Customer Enablement Manager at OnTrac is responsible for ensuring high-impact customers are set up for success from activation through steady-state. This role involves partnering with the onboarding team, aligning expectations and readiness, and taking primary ownership post-handoff to lead hypercare, stabilization, and ongoing performance enablement.

What You'll Be Doing

• Own post-onboarding success: Take primary ownership after onboarding; lead hypercare, stabilization, and ongoing performance management for High Impact customers.
• Align readiness and expectations: Support onboarding to ensure customer readiness and aligned expectations prior to handoff.
• Build performance enablement plans: Define goals, KPIs, milestones, and accountability owners; maintain action plans, milestone tracking, and follow-through discipline.
• Run performance rhythms: Facilitate recurring reviews and business updates using standardized dashboards and agreed-upon metrics; prepare structured, customer-facing materials.
• Manage risk and recovery: Proactively identify performance risks, coordinate structured recovery plans, and escalate systemic issues that require broader process changes.
• Keep documentation updated: Maintain documented action plans, milestone tracking, and follow-through discipline to ensure forward progress.
• Advance reporting and visibility: Partner with the Customer Insights Analyst/BI to define reporting needs, clarify metric definitions, and ensure transparent performance visibility.

Requirements

• Bachelor’s degree or equivalent experience
• 3–7 years in customer success, account management, commercial operations, or a related field
• Strong relationship management and executive presence
• Ability to translate complex data into clear, actionable business insights
• Proficiency with dashboards/BI tools (e.g., Power BI, Tableau); working SQL knowledge or comfort partnering with technical teams
• Structured cross-functional problem solving, organizational rigor, and follow-through
• Ability to balance customer advocacy with business objectives
• Travel up to 5%

Benefits

• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave*
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs

*Paid sick leave is subject to state laws and may vary by location.

Equal Opportunity Employer

We are committed to creating a diverse and inclusive workplace and welcome applications from individuals of all backgrounds, abilities, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age.