Success Enablement Manager

jobber; Canada; On-site; CAD 90,000 - 130,000; Full time

Job summary

Jobber is seeking a Success Enablement Manager to join our Success Enablement team. You will empower Product Support and Customer Onboarding with scalable playbooks, tools, and training that drive faster activation and stronger adoption.

Reporting to the Senior Manager, Success Enablement, you will own the enablement lifecycle, build live frameworks, and partner with product marketing and analytics to close gaps.

Responsibilities

• Own the enablement lifecycle for Product Support and Customer Onboarding.
• Build and maintain needs discovery and positioning frameworks used in live conversations.
• Create and maintain Jobber's Support and Onboarding playbooks, including activation paths by plan and industry.
• Enable Next Best Action adoption by training specialists to read, confirm customer need, and act within workflow.
• Design, build and test in-person, virtual and on-demand enablement content; partner with Knowledge Management.
• Partner with QA to turn quality trends into targeted coaching and training.
• Collaborate with Product Marketing, Success Operations and Analytics to identify gaps and develop resources.
• Connect enablement to outcomes by linking delivery to activation, adoption, retention, CSAT, and opportunities.

Job description

Are you excited to accelerate our Success organization? Then this role may be for you! We're looking for a Success Enablement Manager to be part of our Success Enablement team. 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, 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 Enablement team is a central function within Jobber's Customer Success organization, supporting the growth and performance of Product Support and Customer Onboarding. As a Center of Excellence, Enablement owns the programs, playbooks, tools, and measurement frameworks that drive operational excellence and skill development across these teams. We work cross-functionally to ensure that every team member, regardless of channel or customer type, has the knowledge, confidence, and support to deliver value. That value is measured in outcomes: customers who activate faster, stay longer, and get more out of the product.

The Role:

Reporting to the Senior Manager, Success Enablement, the Success Enablement Manager will give our Product Support and Customer Onboarding teams the information, content, and tools they need to operate more effectively. You will own enablement end to end for both teams. That means building how specialists ramp, how they stay current as the product changes, how they access the right answer in the moment, and how they keep improving once they are proficient. It also means raising the ceiling on what those conversations deliver. An onboarding session that activates a business on the features it actually needs, and a high-quality support interaction that also surfaces a product or feature the customer is missing, are both revenue moments. Service quality comes first in both. A specialist who has not solved the problem in front of them has not earned the next conversation. Your job is to make that judgement teachable, repeatable, and measurable. You will build the needs discovery and product positioning frameworks specialists use live, enable the Next Best Action recommendations that surface in their workspace, and partner closely with our frontline manager group to help them hit their KPIs across service levels, quality, activation, adoption, and retention.

• 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, so the right product reaches the right customer at the right moment.
• Create and maintain Jobber's Support and Onboarding playbooks, including activation paths by plan and industry, adoption plays for underused features, objection handling, and retention conversations, and ensure consistency of process and messaging across channels.
• Enable Next Best Action adoption. Train 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 the same guidance is available in the flow of work.
• Partner with our QA function to turn quality trends into targeted coaching and training, closing the loop between what we measure and what we teach.
• Work with Product Marketing, Success Operations and Analytics to identify process and content gaps, and develop the resources (customer stories, competitive intelligence, collateral) that help specialists move conversations forward.
• Connect enablement to outcomes. Tie program delivery to activation, feature adoption, retention, CSAT, and qualified opportunities, and report on what is working and what is not.
• Contribute to, help organize and champion important team moments like quarterly kickoffs, lunch and learns, and certification p