Success Enablement Architect

Jobber; Toronto; On-site; CAD 88,000 - 119,000; Full time

Benefits offered by this job

Extended health benefits

Stock options

RRSP/TFSA/HSA matching

Job summary

Jobber seeks a Success Enablement Manager to empower Product Support and Customer Onboarding teams with end-to-end enablement content, playbooks, and tools. You will drive how knowledge is accessed, how teams stay current with the product, and how conversations deliver value and revenue opportunities.

You will collaborate with cross-functional partners to align enablement with KPI targets (activation, adoption, retention) and continuously improve coaching and outcomes across channels.

Qualifications

• Experience in customer success within a high-volume, B2B SaaS environment with targets.
• Experience delivering revenue-driven outcomes in roles with KPIs such as retention or expansion.
• Experience building playbooks and training programs that improve service quality and business metrics.
• Strong project management skills with ability to drive plans from concept to completion.
• Solid understanding of activation and adoption, and how enablement moves customers to value.
• Ability to conduct needs-based conversations and connect customer problems to product value.
• Familiarity with retention metrics (NRR, GRR, churn, retention MRR, adoption rates).
• Exposure to Next Best Action or recommendation systems (e.g., Salesforce) or willingness to learn.
• Ability to identify process gaps and propose practical improvements.

Responsibilities

• Own the enablement lifecycle for Product Support and Customer Onboarding from ramp to ongoing development.
• Define and maintain discovery and positioning frameworks used in live conversations.
• Create and maintain playbooks for support and onboarding, including activation paths and retention strategies.
• Enable Next Best Action adoption and train specialists to apply recommendations in workflows.
• Design and test enablement content for in-person, virtual, and on-demand formats, collaborating with Knowledge Management.
• Partner with QA to translate quality trends into coaching and training.
• Collaborate with Product Marketing, Success Operations, and Analytics to close gaps with resources and case studies.
• Connect enablement efforts to activation, adoption, retention, CSAT, and opportunities; report on effectiveness.
• Organize team events like quarterly kickoffs and training pushes.

Skills

Customer success experience

Onboarding experience

SaaS knowledge

Project management

Tools

Salesforce or similar

Job description

Jobber seeks a Success Enablement Manager to empower Product Support and Customer Onboarding teams with end-to-end enablement content, playbooks, and tools. You will drive how knowledge is accessed, how teams stay current with the product, and how conversations deliver value and revenue opportunities.

You will collaborate with cross-functional partners to align enablement with KPI targets (activation, adoption, retention) and continuously improve coaching and outcomes across channels.