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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success and onboarding within a B2B SaaS environment, with a strong focus on building effective training programs and playbooks that drive service quality and customer retention. Proficient in project management and collaboration with cross-functional teams to enhance customer engagement and adoption metrics.
Highest-signal resume keywords
Customer Success ExperiencePlaybook DevelopmentProject ManagementSaaS Retention MetricsCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
OnboardingTraining Program DevelopmentNeeds-Based ConversationsActivation and Adoption StrategiesRevenue-Driven RolesQuality ImprovementWorkback PlansNext Best Action TechnologyCustomer Metrics AnalysisService Quality Improvement
Soft Skills
Organizational SkillsTime ManagementMotivational SkillsProblem-SolvingCollaboration
Tools & Technologies
SalesforceKnowledge Management SystemsAnalytics ToolsCustomer Relationship Management (CRM)
Industry Keywords
B2B SaaSCustomer OnboardingCustomer RetentionChurn RateNet Revenue Retention (NRR)Gross Revenue Retention (GRR)Expansion MRRAdoption Rates
About the role
Key responsibilities & impact- Own the enablement lifecycle for Product Support and Customer Onboarding, from new-hire ramp and certification through continuous development
- Build and maintain needs-discovery and product-positioning frameworks for live customer conversations
- Create and maintain Support and Onboarding playbooks covering activation paths, adoption plays, objection handling, and retention conversations
- Enable adoption of Next Best Action recommendations within specialist workflows
- Design, build, and test in-person, virtual, and on-demand enablement content
- Partner with Knowledge Management to make guidance available in the flow of work
- Partner with QA to turn quality trends into targeted coaching and training
- Work with Product Marketing, Success Operations, and Analytics to identify gaps and develop customer stories, competitive intelligence, and collateral
- Connect enablement programs to activation, feature adoption, retention, CSAT, and qualified opportunities
- Report on program effectiveness
- Organize and champion quarterly kickoffs, lunch and learns, and certification pushes
- Report to the Senior Manager, Success Enablement
Requirements
What you’ll need- Demonstrated experience in customer success, customer service, onboarding, or sales within a high-volume, short-cycle B2B SaaS environment
- Track record of consistently achieving targets and motivating others to do the same
- Previous experience in revenue-driven roles with targets, such as Sales or Retention
- Experience building and executing playbooks and training programs that improve service quality and commercial outcomes
- Strong project management knowledge, including creating workback plans
- Strong grasp of activation and adoption
- Working knowledge of needs-based conversations
- Familiarity with SaaS retention and expansion metrics including NRR, GRR, churn, save rate, expansion MRR, attach and adoption rates
- Exposure to Next Best Action or recommendation technology such as Salesforce, or willingness to learn it
- Ability to understand team operations, customer needs, and different learning styles
- Ability to identify process gaps and develop solutions
- High level of organizational and time management skills
- Ability to collaborate with cross-functional business partners
- Ability to learn tools independently and teach others
- Must be legally entitled to work for Jobber in Canada
- Must be able to attend the office at least 1 day per week according to the department schedule
- Successful completion of a background check, including identity verification
Benefits
Comp & perks- Equity rewards / stock options
- Annual stipends for health and wellness
- Retirement savings matching in RRSP, TFSA or FHSA
- Extended health package with fully paid premiums for body and mind
- Dedicated talent development program
- Career coaching
- Career development opportunities
- Coaching, learning, and leadership programs
- Fully paid pre-approved travel expenses for one in-person interview