Success Enablement Manager

Are you excited to accelerate our success organization? We're looking for a Success Enablement Manager to be part of our Success Enablement 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. Reporting to the Senior Manager, Success Enablement, the Success Enablement Manager will give the Product Support and Customer Onboarding teams the information, content, and tools they need to operate more effectively. The role is open to candidates based in Toronto, Kitchener-Waterloo, Edmonton or Vancouver.

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; Create and maintain Jobber's Support and Onboarding playbooks, including activation paths, adoption plays, objection handling, and retention conversations, and ensure consistency of process and messaging across channels; Enable Next Best Action adoption by training 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 guidance is available in the flow of work; Partner with the QA function to turn quality trends into targeted coaching and training; Work with Product Marketing, Success Operations and Analytics to identify process and content gaps and develop supporting resources; Connect enablement to outcomes by tying program delivery to activation, feature adoption, retention, CSAT, and qualified opportunities, and report on results; Contribute to, help organize and champion team moments such as quarterly kickoffs, lunch and learns, and certification pushes; Partner closely with the frontline manager group to help them hit KPIs across service levels, quality, activation, adoption, and retention

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; 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; Exposure to Next Best Action or recommendation technology (Salesforce or similar), or a clear appetite to learn it; The ability to dig into a project and understand how the team operates, what drives success and what resonates with customers; A knack for identifying gaps in process and how to fill them; A high level of organizational and time management skills; The ability to collaborate with business partners across the organization; The ability to teach yourself, and others

Benefits

Total compensation package including equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind; Matching in RRSP, TFSA or FHSA; Stock options; Dedicated Talent Development team with career coaching, learning, and leadership programs