Manager, Customer Success Technology

We are seeking a Manager, Customer Success Technology to join our Success Operations department at Jobber. As a hands-on people leader and problem solver, you will develop technical talent, balance competing priorities, and deliver scalable systems and AI-first solutions.

The Success Operations team equips Customer Success with the people, process, systems, and insights they need to make decisions, scale consistently, and deliver against their goals.

Responsibilities:

• 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.

Requirements:

• 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.
• 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 on multiple projects at once, including establishing new processes and streamlining existing ones.
• Comfort with ambiguity and change.
• A bias toward action, with the judgment to make informed decisions, move work forward, and adapt as new information emerges.

Compensation:

• Minimum annual salary of $120,870
• Midpoint of $142,200
• Maximum salary of $163,530

Benefits:

• Extended health benefits package with fully paid premiums for both body and mind
• Matching in RRSP, TFSA or FHSA
• Stock options
• Dedicated Talent Development team and access to coaching, learning, and leadership programs