The posting
ARE YOU EXCITED TO ACCELERATE OUR SUCCESS ORGANIZATION?
Then this role may be for you! We’re looking for a Success Enablement Manager to be part of our Success Enablement team.
Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn’t like it used to be. The way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want!
Our 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 also 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. With an Executive team that has over thirty years of industry experience, we’ve come a long way from our first customer in 2011, but we’ve just scratched the surface of what we want to accomplish for our customers https://www.youtube.com/watch?v=ahVf4AjYlh4.
The Team:
The Enablement team is a central function within Jobber’s Customer Success organization, supporting the growth and performance of Product Support and Customer Onboarding. As a Center of Excellence, Enablement owns the programs, playbooks, tools, and measurement frameworks that drive operational excellence and skill development across these teams. We work cross-functionally to ensure that every team member, regardless of channel or customer type, has the knowledge, confidence, and support to deliver value. That value is measured in outcomes: customers who activate faster, stay longer, and get more out of the product.
The Role:
Reporting to the Senior Manager, Success Enablement, the Success Enablement Manager will give our Product Support and Customer Onboarding teams the information, content, and tools they need to operate more effectively.
You will own enablement end to end for both teams. That means building how specialists ramp, how they stay current as the product changes, how they access the right answer in the moment, and how they keep improving once they are proficient. It also means raising the ceiling on what those conversations deliver. An onboarding session that activates a business on the features it actually needs, and a high-quality support interaction that also surfaces a product or feature the customer is missing, are both revenue moments. Service quality comes first in both. A specialist who has not solved the problem in front of them has not earned the next conversation. Your job is to make that judgement teachable, repeatable, and measurable.
You will build the needs discovery and product positioning frameworks specialists use live, enable the Next Best Action recommendations that surface in their workspace, and partner closely with our frontline manager group to help them hit their KPIs across service levels, quality, activation, adoption, and retention.
The Success Enablement Manager will:
- 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.
To be successful, you should have:
- 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.
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COMPENSATION:
At Jobber, we believe that compensation should be transparent, fair, and reflective of your experience and growth. This role has a minimum annual salary of $88,200, a midpoint of $103,800, and a maximum salary of $119,400, designed to show the progression from learning the ropes to truly excelling.
We design our compensation to reflect each new hire’s skills, experience against the complexity of the role, ensuring a fair and competitive salary. Our range is intentionally broad to support growth and long-term impact, with fully established hires typically starting around the midpoint. The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers below the midpoint reflect strong potential with room to develop. This approach ensures that compensation aligns with both an individual’s current capabilities and their opportunity for future growth.
Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development.
We believe in transparency and open conversations about compensation. If you have any questions about our approach, we’re happy to discuss them throughout the hiring process!
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LOCATION:
We believe great collaboration is intentional, and sometimes that means coming together in person to build, brainstorm, and connect. To support this, the role is open to candidates based in one of our hub cities: Toronto, Kitchener-Waterloo, Edmonton or Vancouver.
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What you can expect from Jobber:
- A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, matching in RRSP, TFSA or FHSA, and stock options.
- A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential.
- A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant player...yet.
- To work with a group of people who are humble, supportive, and give a sh*t about our customers.
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.
A bit more about us:
Job by job, we’re transforming the way service is delivered. Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid! We’re bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers. Jobber exists to help make these small businesses successful, and when they’re successful we all win!
