# Manager, Customer Success Technology

**Company**: Jobber
**Location**: Edmonton, Alberta
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $120,870 - $163,530 per year
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/jobber/2344fd85-4705-461f-8e88-1d393fc02f6d?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/manager-customer-success-technology-ae2fbec7-ba4/

## Description

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

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- Salesforce Service Cloud
- Amazon Connect
- Intercom
- Assembled
- ChiliPiper
- Revenue.IO
- Agile
- Scrum

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/jobber/2344fd85-4705-461f-8e88-1d393fc02f6d?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)