Manager, Customer Success Technology

Edmonton, Remote. Posted 5 days ago

The role

The Manager, Customer Success Technology will own the technology that powers Customer Success teams. This role involves managing a team of CS Tech Admins to deliver scalable systems and AI-first solutions.

What you will do

Manage and develop a team of CS Tech Admins
Champion automation and process improvement
Roll out and maintain AI tools and AI-enabled workflows
Set the standard for intake, triage, and issue resolution
Establish KPIs and SLAs for CS Tech
Guide the team's delivery in partnership with Success Operations, Engineering, and cross-functional stakeholders
Support complex technology projects from ideation to launch
Establish and maintain best practices for technical delivery
Own the health, performance, and roadmap of the CS tech stack
Manage vendor relationships and licensing

Required qualifications

Demonstrated people leadership experience
Experience working with or in a Customer Success organization
Extensive experience with customer success tools such as Salesforce Service Cloud, Amazon Connect, Intercom, Assembled, ChiliPiper, Revenue.IO, or similar
Hands-on experience designing, building, and running AI-enabled workflows and agents
Demonstrated ability to collaborate with engineering teams using Agile and Scrum methodologies
Demonstrated ability to build strong cross-functional partnerships
Excellent communication skills
Ability to work on multiple projects at once
Comfort with ambiguity and change
A bias toward action

Nice to have

Agile training and experience

Benefits

Extended health benefits package with fully paid premiums
Matching in RRSP, TFSA or FHSA
Stock options
Dedicated Talent Development team
Access to coaching, learning, and leadership programs

About the company

Jobber helps small home service businesses transform the way service is delivered through technology. The company works with plumbers, painters, and landscapers to help them quote, schedule, invoice, and collect payments.