Director of Customer Onboarding, Jobber
CA$151.2-204.5k
Salary midpoint of $177,900. Plus stock options
Job tracking and customer management software for home service businesses
Job no longer available
Job tracking and customer management software for home service businesses
1001+ employees
Job no longer available
CA$151.2-204.5k
Salary midpoint of $177,900. Plus stock options
1001+ employees
Company mission
To help home service professionals around the world win.
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
15% employee growth in 12 months
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.
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