Role overview

Jobber is seeking a Manager, Customer Success Technology to lead the technology systems and AI-powered workflows that enable the Customer Success team to scale and deliver exceptional service. Jobber helps small home service businesses like plumbers, painters, and landscapers run their operations through a platform for quoting, scheduling, invoicing, and payments. This role sits within the Success Operations department, which serves as the operational backbone of Jobber’s Success organization across operations, technology, and workforce management.

Key responsibilities

Manage and develop a team of Customer Success Tech Admins, building their technical skills and effectiveness.
Identify manual work processes and champion automation and process improvement initiatives that balance speed, experience, accuracy, and maintainability.
Deploy and maintain AI tools and AI-enabled workflows, monitoring their performance and reliability while establishing governance and business continuity plans.
Set standards for intake, triage, and issue resolution by assessing requests for scope, priority, and business impact, then resolving them efficiently.
Establish key performance indicators and service-level agreements for the CS Tech team and hold the team accountable to measurable outcomes.
Guide the team’s delivery of configuration changes, minor builds, and large technology transformations in partnership with Success Operations, Engineering, and cross-functional teams.
Own the health, performance, and roadmap of the Customer Success technology stack, establishing frameworks and metrics to evaluate return on investment.
Manage vendor relationships and licensing decisions for the CS tech stack, balancing capability and cost.
Build partnerships with Success leaders to translate their needs into a coherent technology roadmap.

Requirements

Demonstrated experience leading and developing technical talent with a proven track record of building high-performing teams.
Experience working with or in a Customer Success organization, including understanding how Product Support and Onboarding teams operate and leverage technology to scale.
Extensive hands-on experience with customer success tools such as Salesforce Service Cloud, Amazon Connect, Intercom, Assembled, ChiliPiper, or similar platforms.
Hands-on experience designing, building, and running AI-enabled workflows and agents, including monitoring performance, reliability, and establishing governance.
Demonstrated ability to collaborate with engineering teams on complex technology programs using Agile and Scrum methodologies, with formal Agile training preferred.
Proven ability to build strong cross-functional partnerships and excellent communication skills that translate data into clear, actionable recommendations for technical and non-technical audiences.
Ability to manage multiple concurrent projects, establish new processes, and streamline existing ones while remaining comfortable with ambiguity and change.

What makes this role worth considering

Jobber has been recognized by Great Place to Work and Canada’s Most Admired Corporate Cultures for its culture of transparency, inclusivity, collaboration, and innovation. The company has also been named on the Globe and Mail’s Canada’s Top Growing Companies list and recognized by Deloitte Canada on multiple industry fast-growth lists. You would join a leadership team with over thirty years of combined industry experience as Jobber scales its impact for small business customers.