CS Enablement Manager

About Owner.com Owner is the AI growth system for local restaurants. Our AI continuously improves SEO, marketing, and online ordering to grow first-party orders. Unlike other companies that force small business owners to master their software to drive sales, Owner gives them a proven system run by experts. Owner is like having an army of engineers and marketers on your side, just like the big chains. Our vision We’re starting by helping independent restaurants succeed online. But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants – we’ll scale it into every other local business type. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age. Read our Series C memo here → Our traction Since 2020, we've generated tens of millions in revenue and processed over half a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees. Our team Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe. We’ll be scaling even faster in 2026 to keep pace with our customer growth. Where we work Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location! Why we’re looking for you Owner.com is growing quickly, and we’re looking for a proactive, results-driven Customer Success Enablement Manager to serve as the embedded enablement partner for our global Customer Success and Support organization. In this role, you’ll work closely with CS leadership to design and operationalize a clear, effective post-live enablement strategy that equips our teams to reduce churn, improve retention, and deliver meaningful customer value at scale. You’ll focus on building, iterating, and scaling playbooks, training programs, and curricula that support CSMs and post-live teams throughout the customer lifecycle. As a key player in the customer experience, you’ll collaborate across Success, Support, RevOps, BizOps, and Enablement to translate account health insights into practical programs, crisp scripts, and repeatable motions. You’ll help reinvent existing frameworks, strengthen save and engagement motions, and partner with learning and content specialists to bring these strategies to life. Success in this role will be measured by improved customer retention, stronger save performance, and the adoption and effectiveness of CS enablement programs across our post-live teams. This role is 100% remote and open to candidates based anywhere in the United States or Canada. The impact you will have:

Partner closely with Customer Success and Support leadership to design and operationalize a scalable post-live enablement strategy

Build, refine, and scale playbooks, scripts, and curricula that improve CSM performance, customer conversations, and time-to-value

Enable CS teams to drive down churn and increase revenue retention through practical tools, training, and guidance

Translate customer health insights, retention metrics, and engagement data into targeted enablement programs that move key outcomes

Reinvent and continuously improve onboarding, ongoing training, and health-based engagement motions across a growing global CS organization

Ruthlessly prioritize an enablement roadmap focused on the highest-impact levers for retention, saves, and customer health

Influence change across CS and Support by partnering with senior leaders and driving adoption of new frameworks and motions

Who you’ll work with:

Customer Success & Customer Support Leadership

Customer Success Managers and Post-Live Teams

Revenue Operations and Business Operations

Enablement, Learning Experience, and Content Partners

Minimum requirements

4+ years of experience in Revenue Enablement or Customer Success Enablement, with direct support of post-live CS organizations

Proven success designing and executing end-to-end enablement programs (playbooks, scripts, onboarding, ongoing training) with measurable impact on retention and churn reduction

Experience partnering with Director- and VP-level stakeholders to translate business goals into enablement strategies and roadmaps

Strong program management skills, with the ability to move from strategy to hands-on execution and iteration

Expertise in building clear, actionable playbooks for complex customer conversations (saves, renewals, optimization)

Comfort leveraging data (health scores, retention metrics, CSAT/NPS, engagement volume) to prioritize initiatives and guide decisions

Hands-on experience with common enablement and CX tools (e.g., LMS, knowledge base tools like Guru, call recording/QA platforms, CRM or CS platforms)

Ability to operate effectively in fast-paced, ambiguous environments with a bias toward action and continuous improvement

Bonus: Prior experience as a CSM or in a post-live customer-facing role3