[Remote] Director, Customer Onboarding at Jobber

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Home ServicesIndustries

Requirements

Extensive experience leading customer onboarding or success teams (implied from context)
Proven ability to lead, coach, and scale high-performing teams
Experience establishing roles, development paths, and performance frameworks
Strong data-driven mindset to leverage insights for optimization
Expertise in customer experience strategy and operational scaling
Familiarity with performance metrics (activation rates, NRR, CSAT, retention)
Experience with tools like Salesforce, ChiliPiper, Revenue.io
Cross-functional collaboration skills with Product, Sales, RevOps, Enablement, Support
Ability to foster culture of ownership, accountability, and continuous improvement

Responsibilities

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

Skills

Key technologies and capabilities for this role

Customer OnboardingCustomer SuccessLeadershipTeam ManagementStakeholder ManagementCommunication

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position.

What is the salary range for the Director, Customer Onboarding role?

This information is not specified in the job description.

What are the key responsibilities of the Director, Customer Onboarding?

The role involves leading the strategy and execution of customer onboarding, overseeing a team of specialists and managers, driving activation, retention, and revenue growth, and working cross-functionally with teams like Product, Sales, and Support.

What is the company culture like at Jobber?

Jobber's culture emphasizes transparency, inclusivity, collaboration, and innovation, with the Success team being humble, supportive, and focused on customer success through meaningful communication.

What makes a strong candidate for this Director role?

A strong candidate excels in team leadership, coaching, and scaling high-performing teams, with the ability to foster ownership, accountability, and continuous improvement while partnering cross-functionally.

Jobber

SaaS platform for home service management

About Jobber

Jobber provides software solutions tailored for home service businesses, helping them manage operations like quoting, scheduling, invoicing, and payment collection. The platform operates on a subscription model, allowing small to medium-sized businesses in industries such as cleaning, landscaping, plumbing, and HVAC to access its features for a recurring fee. Jobber simplifies the management process, making it easier for businesses to serve their customers. It includes a mobile app and offers unlimited one-on-one support, along with resources like salary reports to assist in hiring. Jobber's goal is to enhance the efficiency and effectiveness of home service businesses.

Edmonton, CanadaHeadquarters

2011Year Founded

$180.7MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Paid Sick Leave

Parental Leave

Professional Development Budget

Wellness Program

Risks

Increased competition from AI-driven platforms may reduce Jobber's market share.

Economic fluctuations could impact small businesses' ability to afford Jobber's services.

Integration issues with third-party services may lead to customer dissatisfaction.

Differentiation

Jobber offers a comprehensive SaaS platform for home service businesses.

The platform integrates AI tools like Jobber Copilot for enhanced decision-making.

Jobber's subscription model includes features like quoting, scheduling, and invoicing.

Upsides

Jobber's AI-powered Copilot enhances business strategies and operations.

The partnership with Stripe offers embedded financial services for better cash flow management.

Jobber's new marketing tools help businesses grow through online reviews and campaigns.

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