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 Job Data by YubHub .