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About the Role

The Success Enablement Manager will provide Product Support and Customer Onboarding teams with the necessary information, content, and tools to enhance their effectiveness. This role owns the end-to-end enablement process, including specialist ramp-up, continuous learning, resource accessibility, and performance improvement, ultimately driving revenue through effective customer activation and support.

Responsibilities

Own the enablement lifecycle for Product Support and Customer Onboarding, from new hire ramp and certification through continuous development for tenured specialists.
Build and maintain the needs discovery and positioning frameworks specialists use in live customer conversations, so the right product reaches the right customer at the right moment.
Create and maintain Jobber’s Support and Onboarding playbooks, including activation paths by plan and industry, adoption plays for underused features, objection handling, and retention conversations, and ensure consistency of process and messaging across channels.
Enable Next Best Action adoption. Train specialists to read the recommendation, confirm the customer need behind it, and act on it inside their existing workflow.
Design, build and test in-person, virtual and on-demand enablement content, and partner with Knowledge Management so the same guidance is available in the flow of work.
Partner with our QA function to turn quality trends into targeted coaching and training, closing the loop between what we measure and what we teach.
Work with Product Marketing, Success Operations and Analytics to identify process and content gaps, and develop the resources (customer stories, competitive intelligence, collateral) that help specialists move conversations forward.
Connect enablement to outcomes. Tie program delivery to activation, feature adoption, retention, CSAT, and qualified opportunities, and report on what is working and what is not.
Contribute to, help organize and champion important team moments like quarterly kickoffs, lunch and learns, and certification pushes.

Requirements

Demonstrated experience in customer success, customer service, onboarding, or sales within a high volume, short cycle, B2B SaaS environment, with a track record of consistent achievement of targets and motivating others to do the same.
Demonstrated previous experience in revenue driven roles which had targets, such as in Sales or Retention.
Experience building out and executing playbooks and training programs that improve both service quality and commercial outcomes.
Strong project management knowledge, including creating workback plans to drive projects from conception to the finish line.
A strong grasp of activation and adoption. You understand what gets a customer to first value, what keeps them using a product, and how to design enablement that moves both.
Working knowledge of needs-based conversations. You can teach a specialist to uncover a customer problem, connect it to the right product or feature, and position the value in plain language.
Comfort with standard SaaS retention and expansion metrics such as NRR, GRR, churn, save rate, expansion MRR, and attach and adoption rates. You can read a dashboard, find the gap, and build the program that closes it.
Exposure to Next Best Action or recommendation technology (Salesforce or similar), or a clear appetite to learn it. You will help shape how recommendations are framed, trained, and adopted on the floor.
The ability to dig into a project. You’ll need a strong understanding of how our team operates, what drives success and what resonates with our customers. Seeing the solution from different angles and providing solutions that cater to different learning styles.
A knack for identifying gaps in our process and how to fill them. Thinking beyond our current process and coming up with smart solutions.
A high level of organizational and time management skills.
The ability to collaborate with business partners across the organization. Working with specialists, Product Marketing and other leadership members, you’ll be required to articulate strategic ideas, learn the inner workings of Jobber, and then deliver on high-level concepts.
The ability to teach yourself, and others. Our team uses a variety of tools, so you’ll need to learn the most efficient uses of them and then spread that knowledge amongst the team.

Skills

Customer Success
Customer Service
Onboarding
Sales
B2B SaaS
Revenue Driven Roles
Playbook Development
Training Program Execution
Project Management
Activation
Adoption
Needs-Based Conversations
SaaS Retention Metrics
SaaS Expansion Metrics
Next Best Action Technology
Organizational Skills
Time Management
Collaboration
Strategic Thinking
Self-Teaching
Team Knowledge Sharing

Location

Toronto
Kitchener-Waterloo
Edmonton
Vancouver

Work Type

Hybrid

Experience Level

Mid-level

Salary/Compensations

$88,200 - $119,400

Benefits

Equity rewards
Annual stipends for health and wellness
Retirement savings matching
Extended health package with fully paid premiums for body and mind
Dedicated talent development program
Career coaching
Opportunities for career development
RRSP matching
TFSA matching
FHSA matching
Stock options

About the Company

Jobber exists to help people in small businesses be successful, transforming the way service is delivered through technology.
Jobber works with small home service businesses to help them quote, schedule, invoice, and collect payments.
Jobber's culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more.
Jobber has been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists.
The Enablement team is a central function within Jobber’s Customer Success organization, supporting the growth and performance of Product Support and Customer Onboarding.
Jobber is bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers.

Equal Opportunity

We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team.
We welcome people of diverse backgrounds, experiences, and perspectives.
We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process.