ChowNow - Revenue Enablement Program Manager, Client Experience (CX)
Requirements
• 3+ years of experience in Revenue or CX Enablement and ideally have been in a Sales, Account Management or a CS position for 1-2 years at a SaaS or high-growth technology environment • Proven experience building and scaling enablement programs for Customer Success, Account Management, or Support teams • Experience partnering cross-functionally with Product, PMM, RevOps, and CX leadership • A strong understanding of CX metrics (CSAT, NPS, retention, expansion, resolution time) • Experience with enablement and CX tools (e.g., LMS, Guru, Gong, Zendesk or similar ticketing systems) • Experience building and leading skills training for both Account Managers and CS teams. • Excellent executive communication skills; comfortable presenting to senior leadership • Strong organizational skills as a program manager who can lead multiple concurrent initiatives without losing quality or velocity
Responsibilities
• CX Enablement Strategy & Planning • Partner with CX leadership (Account Management + Support) to identify performance gaps and define enablement priorities aligned to business goals (retention, expansion, CSAT, resolution time) • Build and execute a quarterly enablement roadmap spanning onboarding, product enablement, and skill development • Partner with Account Management leadership to strengthen customer engagement, retention strategies, and expansion conversations • Program Design, Delivery & Content • Design and deliver onboarding and ever-boarding programs for Account Managers and Support reps (e.g., account growth, renewal management, ticket handling, customer communication) to accelerate time-to-productivity • Develop scalable assets—playbooks, talk tracks, guides, and SOPs—and own CX content strategy across tools (e.g., Guru, Lessonly), establishing governance for creation, review, and ongoing audits so teams have centralized access to accurate, up-to-date resources • Partner with Product and PMM on new product launches so CX teams can support, position, and troubleshoot effectively; build net-new programming as business initiatives arise • Measurement & Continuous Improvement • Partner with CX leadership to define and track success metrics for enablement programs (time-to-productivity, CSAT, resolution time, retention, expansion) • Leverage tools (e.g., Outreach, TalkDesk, PlanHat, QA tools, ticketing systems) to assess performance and surface coaching opportunities • Continuously iterate on programs based on data, feedback, and business outcomes • Complete ChowNow New Hire Onboarding Experience • Build a deep understanding of the CX org (Account Management + Support), key workflows, tools, and current performance gaps (CSAT, resolution time, retention drivers) • Audit existing enablement assets, onboarding programs, and knowledge management systems to identify immediate gaps and quick wins • Define and align on a prioritized CX enablement roadmap (onboarding, product enablement, support workflows, account growth motions) with clear success metrics • Launch initial quick-win programs (e.g., updated onboarding modules, or product training for active initiatives) • Roll out core enablement programs for Account Managers and CS reps with clear “what great looks like” standards and manager coaching integration • Establish measurement and feedback loops (CX performance metrics + frontline insights) to drive ongoing iteration and demonstrate impact
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