Description
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.
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.
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.
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, 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 pushes.
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. You understand what gets a customer to first value, what keeps them using a product, and how to design enablement that moves both.
- Working knowledge of needs-based conversations. You can teach a specialist to uncover a customer problem, connect it to the right product or feature, and position the value in plain language.
- Comfort with standard SaaS retention and expansion metrics such as NRR, GRR, churn, save rate, expansion MRR, and attach and adoption rates. You can read a dashboard, find the gap, and build the program that closes it.
- Exposure to Next Best Action or recommendation technology (Salesforce or similar), or a clear appetite to learn it. You will help shape how recommendations are framed, trained, and adopted on the floor.
Compensation: The role has a minimum annual salary of $88,200, a midpoint of $103,800, and a maximum salary of $119,400.