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)
- Leverate 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
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
Benefits
- Estimated Base Salary: $90,000- $135,000 (depending on candidate location and experience)
- Ongoing training and growth opportunities.
- A "Best Place to Work" winner multiple times where we focus on creating a great employee experience.
- Rock solid medical, dental, and vision plans.
- Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
- Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life
- 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave.
- 401(k) Matching
- Employer-contributing student loan assistance program or continuing education reimbursement program
- Employee Stock Incentive Plan.
- Pet insurance for your fur babies
- Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly.
- Enough freedom to spread your wings while still holding you accountable.
Additional Information
- ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages.
- We are committed to an inclusive and diverse work environment.
- ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.
- We are committed to developing a barrier-free recruitment process and work environment, if you require any accommodation, please let us know at your earliest convenience and we’ll work with you to meet your accessibility needs.
- ChowNow does not engage in outreach to prospective candidates by text message about employment opportunities, interviews, or employment offers, and we do not make job offers after only one interview.
- ChowNow does not ask candidates to submit sensitive personal information (Passport details, banking information, etc.) as part of the interview process.
- ChowNow employment offers are made by a ChowNow Talent Acquisition team member with a @chownow.com email address only.
- ChowNow does not ask candidates to provide funds to the company for onboarding, equipment, or supplies. If you receive an employment inquiry or employment offer from a non @chownow.com email address, consider it spam.
