Customer Enablement Manager

OnTrac is hiring a Customer Enablement Manager!

Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter!

Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S.

Location: Remote - This position may be performed remotely in states where the company is authorized to employ individuals.
Compensation: The expected starting base pay range for this position is $67,200 - $84,000, with full potential base salary range over a successful candidate’s tenure in the position of $67,200 - $100,800. Actual compensation will be determined based on experience, skills, internal equity, and other job-related factors.
Employment Logistics:
The Customer Enablement Manager ensures high impact customers are set up for success from activation through steady state. Partnering with the onboarding team, the role aligns expectations and readiness, then takes primary ownership post handoff to lead hypercare, stabilization, and ongoing performance enablement. Operating with a structured, proactive approach, the Customer Enablement Manager anticipates risks, aligns stakeholders early, drives corrective action, and uses standardized dashboards and KPIs to keep outcomes on track. This role partners cross functionally (Customer Enablement, Operations, BI/Analytics, Finance, Sales) to remove friction, close performance gaps, and maintain clear visibility into results.

Unpacking the Benefits:

Employees are eligible for a comprehensive benefits package which may include:

• 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

Benefits eligibility and offerings are subject to the terms and conditions of the applicable plans and company policies.

The Must-Haves:
• 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%

Your Mission in Motion:
A summary of key responsibilities for the role is outlined below. Additional duties may be assigned as needed to support business objectives.
• 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.
Paving your way to your success:

• You build trusted, executive level relationships and operate as the accountable owner during stabilization and performance recovery.
• You apply structured cross functional problem solving, organizational rigor, and follow through, running discip