Revenue Enablement Program Manager, Client Experience (CX) at chownow

About Us: ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms.   We support over 20,000 restaurants across North America, helping process $1B+ in gross food sales while saving our partners over $700M in third-party commission fees. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash.    Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, Kanika Soni. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy.   About the Position: We’re looking for a strategic, data-driven Revenue Enablement Program Manager, Client Experience (CX) to accelerate the performance of our CX organization. This role sits at the intersection of CX, Sales, Product, Marketing, and Revenue Operations and is responsible for translating go-to-market strategy into measurable behavior change. The Revenue Enablement Program Manager, CX is responsible for driving the strategy, development, and execution of enablement programs that improve the performance of Account Managers and Customer Support teams. This role operates as a strategic business partner to Customer Experience leadership, ensuring teams are equipped with the knowledge, tools, and skills needed to deliver exceptional customer outcomes, drive retention, reduce churn and increase customer lifetime value. This individual will own end-to-end program execution—from needs assessment through rollout and measurement—while building scalable systems that support onboarding, product adoption, and ongoing skill development. This is a highly cross-functional, high-visibility role for someone who thrives in fast-moving environments, knows how to influence senior stakeholders, and can connect enablement efforts directly to business outcomes.   This position will report to our Director of Revenue Enablement. No direct reports.   This is a remote role based in the United States. Please note: ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages.   WHAT WE LOVE ABOUT YOU:   You put restaurants first. You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive.   You celebrate diversity. You recognize that diversity and inclusivity matter. You’re committed to progress, which means everyone gets the support and resources they need, no matter who they are.  You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone’s voice counts.   You raise your hand. You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it.   You keep reaching. You set clear ambitious goals. You don’t allow yourself to become complacent with where you’re at and what you’ve done, so you seek out new opportunities and challenges. Responsibilities Include: • 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 Within 30 days you'll... • 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 Within 60 days you'll... • 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) Within 90 days you'll... • 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 You Should Apply If You Have: • 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 About Our 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. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties and skills required.   As one of ChowNow’s core values, “Celebrates Diversity”, 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.   Information Regarding Recruiting Scams: 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.     Read here about your California privacy rights.   #Li-Remote