Senior Manager of Customer Success Enablement
Edmonton, Alberta, Canada {{REMOTE}}
Niveau senior
Temps plein
About the role
- We’re looking for a Sr. Manager, Enablement to be part of our Customer Success department
- Our Customer Success team works together with other teams and stakeholders to bring our company values to life for our customers
- By being humble, supportive, and truly giving a sh*t, the team ensures that our customers are successful in Jobber
- This team thrives on meaningful and impactful communication with one another and with our customers and plays a significant role in the lives of entrepreneurs and business owners who utilize Jobber
- The Enablement team is a central function within Jobber’s Customer Success organization, supporting the growth and performance of Customer Onboarding, Product Support and Account Management
- As a Center of Excellence, Enablement owns the programs, tools, and frameworks that drive operational excellence and skill development in these areas
- 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
- As Senior Manager, Enablement, you’ll be a driving force behind the design and execution of enablement programs across employee onboarding, knowledge management, quality assurance, and continuous learning
- You’ll play a pivotal role in shaping how our Customer Success teams onboard, grow, and show up for our customers across onboarding, support, and account management functions
- Design and deliver onboarding, upskilling, and continuous learning programs tailored to the needs of Customer Onboarding, Product Support, and Sales Expansion teams
- Coach Enablement team members in curriculum development, facilitation, and instructional design
- Integrate feedback from Voice of Customer (VoC), QA insights, and CSAT metrics into training evolution
- Oversee the creation, organization, and maintenance of internal and external knowledge assets (e.g., playbooks, SOPs, Help Center articles)
- Ensure knowledge materials are accurate, accessible, and in line with best industry best practice for technical writing
- Partner closely with Knowledge Base Managers and content specialists to drive strategy and efficiency in self-serve resources
- Lead QA strategy for onboarding and support interactions, including call reviews, chat/email evaluations, and feedback loops
- Align QA criteria with enablement outcomes and team performance standards
- Drive cross-functional calibration sessions to ensure consistency and transparency
- Define success metrics across each enablement pillar—ramp time, QA score trends, knowledge engagement, CSAT, and more
- Report regularly on enablement impact to Success and cross-functional leadership
- Use data to iterate on training delivery, content structure, and coaching programs
- Partner with Product, Product Marketing, Operations, and People teams to ensure readiness for product releases, campaigns, and feature changes
- Influence and support change management efforts across supported functions
- Ensure enablement alignment with business goals, team targets, and customer outcomes- This is a highly autonomous, impact-oriented role—ideal for someone who thrives in ambiguity, moves quickly from insight to action, and brings fresh, creative thinking to solving complex problems
- You’re energized by building programs from the ground up, collaborating cross-functionally, and using data, feedback, and intuition to level up both team performance and the customer experience
- You understand the inner workings of high-performing Success organizations and are ready to roll up your sleeves to build systems, content, and experiences that drive real results—whether it’s a smoother ramp, a smarter knowledge base, or a more confident team on the front lines
- A data-driven mindset and strong program management abilities
- A high level of curiosity, and a passion for continuous improvement
- Deep experience with LMS platforms, content tools (e.g., Notion, Confluence), QA frameworks, and product enablement practices
- Proven experience in enablement, L&D, or QA within a SaaS or customer-focused organization; demonstrated knowledge of relevant best practices, methodologies, and technologies
- Ability to coach, mentor, and scale high-performing teams
- Strong business acumen
- Proven leadership in building enablement strategies that serve diverse functions (e.g., onboarding, support, sales)
- Excellent communication and facilitation skills—across live sessions, async formats, and documentation
- Extremely strong analytical and problem-solving skills