Manager, Customer Success Technology

jobber; Canada; On-site; CAD 110,000 - 160,000; Full time

Job summary

Jobber is seeking a Manager, Customer Success Technology to lead the CS technology stack and AI-enabled workflows within the Success Operations group. You will mentor a team of CS Tech Admins and partner with Engineering and Product to deliver scalable, reliable solutions that improve customer outcomes.

You have a track record of building high-performing teams, working with CS orgs, and implementing tools like Salesforce Service Cloud and Intercom to drive efficiency and measurable ROI.

Qualifications

• Demonstrated people leadership experience.
• Experience within a Customer Success organization and understanding of CS operations.
• Hands-on with CS tech tools and workflows.

Responsibilities

• Own the CS tech stack and AI-enabled workflows.
• Lead a team of CS Tech Admins and develop their skills.
• Collaborate with Engineering and Product on scalable solutions.
• Monitor AI tool performance and governance; ensure reliability.

Skills

People leadership

Customer success experience

Agile/Scrum

Communication

Cross-functional collaboration

Tools

Salesforce Service Cloud

Amazon Connect

Intercom

Assembled

ChiliPiper

Revenue.IO

Job description

Do you get energized by building the systems and AI-powered workflows that help a Customer Success team deliver exceptional service at scale? Then Jobber might be the place for you! We're looking for a Manager, Customer Success Technology to be part of our Success Operations department.

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 of leading the way, 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 .

The team:

The Success Operations team is the operational backbone of Jobber's Success organization, spanning three connected pillars: operations, technology, and workforce management. Together, the team equips Customer Success with the people, process, systems, and insights they need to make decisions, scale consistently, and deliver against their goals.

The role:

Reporting to the Senior Manager, Success Operations, the Manager, Customer Success Technology will own the technology that powers Customer Success teams. This is a hands-on people leader and problem solver who develops technical talent, balances competing priorities, and delivers scalable systems and AI-first solutions.

The Manager, Customer Success Technology will:

• Manage and develop a team of CS Tech Admins, building their skills and technical effectiveness.
• Champion automation and process improvement by identifying manual work to streamline and prioritizing changes that balance speed, experience, accuracy, and maintainability.
• Roll out and maintain AI tools and AI-enabled workflows, monitoring their performance and reliability and establishing governance and business continuity plans.
• Set the standard for intake, triage, and issue resolution, assessing requests for scope, priority, and business impact and resolving them quickly and effectively.
• Establish the KPIs and SLAs for CS Tech and hold the team accountable to clear, measurable outcomes.
• Guide the team's delivery, from configuration changes to minor builds to large transformations, in partnership with Success Operations, Engineering, and cross-functional stakeholders.
• Support complex technology projects from ideation to launch, surfacing technical risks, balancing business needs against technical constraints, and communicating trade-offs.
• Establish and maintain best practices for technical delivery that make the team's work repeatable and scalable.
• Own the health, performance, and roadmap of the Customer Success (CS) tech stack, and establish the frameworks and metrics to evaluate its ROI.
• Manage vendor relationships and licensing across the CS tech stack, making informed decisions that balance capability and cost.
• Build trusted partnerships with Success leaders, translating their needs into a coherent technology roadmap.

To be successful, you should have:

• Demonstrated people leadership experience, with a track record of developing technical talent and building high-performing teams.
• Experience working with or in a Customer Success organization, including a solid understanding of how Product Support and Onboarding teams operate and how technology helps them scale and deliver outcomes.
• 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, including monitoring their performance and reliability and establishing governance.
• Demonstrated ability to collaborate with engineering teams on complex technology programs using Agile and Scrum methodologies, along with project and program best practices, tools, and techniques. Agile training and experience preferred.
• Demonstrated ability to build strong cross-functional partnerships.
• Excellent communication skills, with the ability to turn data into clear, actionable recommendations for technical and non-technical audiences.
• The ability to work