Success Enablement Manager

The role

The Success Enablement Manager will provide Product Support and Customer Onboarding teams with information, content, and tools. You will own the enablement lifecycle, including building training programs, playbooks, and frameworks to drive service quality and commercial outcomes.

What you will do

• Own the enablement lifecycle for Product Support and Customer Onboarding
• Build and maintain needs discovery and positioning frameworks
• Create and maintain Support and Onboarding playbooks
• Enable Next Best Action adoption
• Design, build and test in-person, virtual and on-demand enablement content
• Partner with QA to turn quality trends into coaching and training
• Work with Product Marketing, Success Operations and Analytics to identify gaps
• Tie program delivery to activation, feature adoption, retention, CSAT, and qualified opportunities
• Organize and champion team moments like quarterly kickoffs and lunch and learns

Required qualifications

• Experience in customer success, customer service, onboarding, or sales within a high volume, short cycle, B2B SaaS environment
• Track record of consistent achievement of targets and motivating others
• Previous experience in revenue driven roles with targets, such as Sales or Retention
• Experience building and executing playbooks and training programs
• Strong project management knowledge
• Understanding of activation and adoption
• Working knowledge of needs-based conversations
• Comfort with standard SaaS retention and expansion metrics such as NRR, GRR, churn, save rate, expansion MRR, and attach and adoption rates
• High level of organizational and time management skills
• Ability to collaborate with business partners across the organization
• Ability to teach yourself and others

Nice to have

• Exposure to Next Best Action or recommendation technology (Salesforce or similar)

Benefits

• Extended health benefits package with fully paid premiums for body and mind
• 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 how they deliver service through technology. The company provides tools to quote, schedule, invoice, and collect payments.