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: RemoteSalary: $84,000-$126,000
Employment Logistics:
The Customer Enablement Manager ensures highâimpact customers are set up for success from activation through steadyâstate. Partnering with the onboarding team, the role aligns expectations and readiness, then takes primary ownership postâhandoff 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 crossâfunctionally (Customer Enablement, Operations, BI/Analytics, Finance, Sales) to remove friction, close performance gaps, and maintain clear visibility into results.
Unpacking the Benefits:
We offer a comprehensive benefits package designed to support your health, financial security, and life outside of work.
Medical, Dental, and Vision insurance; HSA and FSA options
Life and Disability coverage (basic and voluntary)
Voluntary Accident, Critical Illness, Identity & Fraud Protection, Auto & Home, and Pet Insurance
Competitive benefits and 401(k) with company match
Referral Bonus Program - Up to $500 per referral!
Paid Time Off including Holiday pay
Employee Assistance Program & a Safe and clean work environment
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 crossâfunctional problem solving, organizational rigor, and followâthrough
Ability to balance customer advocacy with business objectives
Travel up to 5%
Your Mission in Motion:
Own postâonboarding 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 followâthrough discipline.
Run performance rhythms: Facilitate recurring reviews and business updates using standardized dashboards and agreedâupon metrics; prepare structured, customerâfacing 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, executiveâlevel relationships and operate as the accountable owner during stabilization and performance recovery.
You apply structured crossâfunctional problem solving, organizational rigor, and followâthrough, running disciplined operating rhythms, documentation, and action tracking.
You turn operational complexity into simple, businessâready performance narratives anchored in clear KPIs and dashboards.
You balance customer advocacy with business objectives, anticipating risk, aligning stakeholders early, and driving corrective action that protects outcomes.
You thrive in a fastâpaced environment, managing multiple priorities with organized, proactive communication.
If you are excited to be part of our team and grow with our OnTrac family, we invite you to apply!
OnTrac is proud to be an Equal Opportunity Employer
OnTrac is an equal-opportunity employer. We value diversity 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. Join us in our commitment to creating a diverse and inclusive workplace. If you are excited to be part of our team and contribute to our talent acquisition efforts, we invite you to apply.
Lasership, Inc. dba OnTrac Final Mile with its affiliates, including OnTrac Logistics, Inc. (collectively, "OnTrac" or the "Company") is an equal opportunity employer.