Director of Customer Onboarding, Jobber

CA$162-219.1k

The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers below the midpoint ($190,600 CAD) reflect strong potential with room to develop+ Equity rewards

Salesforce

Senior and Expert level

Toronto

Remote from Canada

Job tracking and customer management software for home service businesses

Be an early applicant

Job tracking and customer management software for home service businesses

1001+ employees

B2BCommunicationCustomer serviceFinancial ServicesSaaSMobile

Be an early applicant

CA$162-219.1k

Salesforce

Senior and Expert level

Toronto

Remote from Canada

1001+ employees

B2BCommunicationCustomer serviceFinancial ServicesSaaSMobile

Company mission

To help home service professionals around the world win.

Job

Company

Role

Who you are

Extensive experience leading Customer Onboarding, Customer Success, or implementation teams in a B2B SaaS environment
Proven ability to develop and scale high-performing teams, including both managers and ICs
Demonstrated success in improving onboarding outcomes and increasing customer retention
Strong operational background with experience in tools like Salesforce or similar platforms
Excellent communication and stakeholder management skills, with the ability to influence peers and executives
Passion for customer outcomes, continuous improvement, and building world-class customer-facing teams

What the job involves

Reporting to the VP, Customer Success, the Director, Customer Onboarding will lead the strategy, execution, and evolution of one of the most critical customer-facing functions
You will be accountable for delivering a world-class onboarding experience that accelerates time-to-value and drives activation, retention, and revenue growth for new customers
You will oversee a growing team of onboarding specialists and managers, with responsibility for outcomes including activation, net revenue retention, and customer engagement
This role works cross-functionally with Product, Sales, Revenue Operations, Enablement, and Support to deliver a seamless and scalable customer journey
Lead, coach, and scale a high-performing Customer Onboarding team
Establish clear roles, development paths, and performance frameworks for ICs and managers
Foster a culture of ownership, accountability, and continuous improvement
Partner with Enablement to drive training, learning, and QA initiatives
Promote cross-functional collaboration to align with broader Success, Sales, and Product strategies
Own the end-to-end onboarding journey from implementation to early success
Evolve and scale onboarding processes across 1:1, 1:many, and tech-touch delivery models
Leverage data and insights to optimize onboarding timelines and accelerate time-to-value
Identify and implement best practices that increase adoption, engagement, and retention
Set and manage onboarding performance targets (activation rates, payments adoption, NRR, customer retention, CSAT)
Build dashboards and reporting frameworks in collaboration with RevOps
Identify opportunities to automate workflows and streamline customer interactions
Ensure systems (Salesforce, ChiliPiper, Revenue.io, etc.) are optimized for scale and insight
Partner with VOC teams to close feedback loops between Onboarding, Product, and Marketing
Our 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 Success 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 that utilize Jobber

Application process

One of the conditions of employment with Jobber is successfully completing a background check, which includes verification of identity

Our take

For businesses that sell home services, it can be difficult keeping up with paperwork, scheduling appointments, and chasing payments, especially when their teams are small. Jobber delivers a comprehensive toolbox to keep track of all these aspects, so that small business owners can concentrate on more important things like serving their customers and building their brand.

Jobber was founded in 2011, initially to help a friend who owned a small painting business. The founders quickly discovered that what they were building could help many more owners across a number of industries, going on to launch the product which is now used by over 300,000 home service professionals in over 60 countries.

What makes Jobber stand out is that it collects all the vital parts of running a home services business into one place, removing the burden of keeping track of multiple sources of information. The company has seen significant funding which it has invested in R&D and growing its customer base, and boasts four consecutive years on The Globe and Mail's Canada's Top Growing Companies List.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

15% employee growth in 12 months

Glassdoor (3.9)

Company

Funding (last 2 of 7 rounds)

Jan 2023

$100m

SERIES D

Jan 2021

$60m

GROWTH EQUITY VC

Total funding: $185.8m

Company HQ

Downtown, Edmonton, AB

Leadership

Sam Pillar

(Co-Founder & CEO)

Prior to co-founding Jobber in 2011, Sam was a Freelance Software Developer at Cardboard Creative and a Business Analyst/Management Consultant at CGI.

Forrest Zeisler

(Co-Founder & CTO)

Experienced Developer, with a degree in Engineering from the University of Alberta.

Salary benchmarks

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