Manager, Customer Analytics

Are you passionate about using data to drive impactful business decisions and improve the customer experience? Then Jobber might be the place for you! We’re looking for a Manager, Customer Analytics (Post-Sales) to join our Analytics & Insights team. Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology.

With Jobber, they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience. Running a small business today isn’t like it used to be. The way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want.

Analytics is part of the Strategy & Analytics department, our internal consulting team – they’re the decision support mechanism that connects data & business insights with the rest of the organization. In essence, Analytics is a central function that exists to drive business outcomes in all corners of Jobber’s ecosystem.

The Manager, Customer Analytics (Post‑sales) will lead a team of analysts responsible for driving insight and analytical impact across Jobber’s post‑sales customer journey, including onboarding, support, account management, lifecycle engagement, retention, expansion, and customer value optimization. Reporting to the Senior Manager, Customer Analytics , you’ll combine people leadership, strategic partnership, and strong analytical judgment to help Jobber deepen its understanding of what drives customer success and scale data‑informed decision‑making across the business.

This is a high‑leverage role for someone who can lead analysts, build trusted stakeholder relationships, and help evolve the team from reactive reporting toward scalable, AI‑enabled decision support. You’ll help establish clear priorities, manage stakeholder demand, develop reusable analytics assets, and ensure the team’s work translates into measurable business impact. You’ll lead initiatives that assess how customers onboard, engage, grow, renew, expand, and retain over time.

You’ll help identify opportunities to improve the customer experience, reduce churn and downgrade risk, increase expansion, and measure the impact of programs, policies, and interventions designed to help customers get more value from Jobber.

• Lead, coach, and empower a team of analysts who deliver strategic insights and drive measurable business impact.
• Build a collaborative, high‑accountability team environment that values curiosity, analytical rigour, business impact, and continuous improvement.
• Develop talent through mentorship, feedback, and coaching, helping analysts grow both their technical depth and strategic judgment.
• Help the team prioritize work based on business impact, stakeholder needs, company priorities, and available capacity.
• Model analytical leadership by helping the team translate ambiguous business questions into clear analytical approaches, actionable recommendations, and better decisions.

• Partner with leaders across Customer Onboarding, Support, Account Management, Lifecycle Marketing, Product Marketing, and other cross‑functional teams to define success metrics, evaluate initiatives, and uncover opportunities to improve customer outcomes.
• Lead high‑impact analyses on onboarding performance, customer engagement, support effectiveness, customer health, retention patterns, churn and downgrade risk, expansion opportunities, and long‑term customer value.
• Develop frameworks, models, dashboards, and decision‑support tools that connect insights across the customer lifecycle and enable proactive management of customer health and growth.
• Translate business outcomes into analytical roadmaps that balance immediate decision needs with scalable, forward‑looking solutions.
• Help leaders…