Job Description

About Sutton Group

Founded in 1983, Sutton Group revolutionized Canadian real estate by empowering agents and franchise owners to create more value for themselves and their homeowners. Today, we continue our legacy of innovation with a newly invigorated brand and a commitment to progress.

Our mission is to set the benchmark in data transparency and deliver exceptional service and value to Canadians. We empower our agents with advanced technologies and support, redefining the real estate experience into a comprehensive wealth management approach.

Sutton is transforming the way Canadians own and manage their homes. With 200 offices and 6,000 realtors across Canada, Sutton Group is a national leader, and we are just getting started.

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Overview

Director of Partner Success is responsible for driving adoption, training, and performance of Sutton's technology offerings across the national network.

This person will act as the central point of contact for franchise partner owners, administrators, and agents, helping them understand, implement, and maximize the tools available to them.
The ideal candidate is hands-on with technology, enjoys solving problems directly with users, and takes pride in helping others succeed through clarity, consistency, and follow-through. They will be the internal owner of Sutton's marketing and operational technology platforms and a key contributor to new technology initiatives.

This role requires a proactive, resourceful individual who combines technical curiosity with strong communication skills and a collaborative mindset.

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Key Responsibilities

1. Platform Ownership and Support

Develop expert-level knowledge of Sutton's core technology platforms, including Homebase, HubSpot, BackAtYou, SocialBay, and the Email System.

Serve as the main point of contact for franchise owners and staff regarding platform use, troubleshooting, and optimization.

Manage vendor relationships and coordinate support when platform issues arise.

Maintain up-to-date internal documentation, user guides, and FAQs to ensure consistent training and communication.

Track and analyze adoption data to identify gaps and opportunities for improvement.

2. Training and Partner Enablement

Lead one-on-one and group training sessions for franchise owners, administrators, and agents to help them effectively use Sutton's systems.

Design and deliver onboarding programs for new franchise offices or users joining the network.

Create accessible training resources, including walkthroughs, videos, and help center content.

Collect and interpret user feedback to guide platform improvements and user experience enhancements.

3. Technology Implementation and New Initiatives

Work with internal teams on the rollout of new platforms, tools, and integrations, including new technologies.

Participate in operational and product meetings to represent the perspective of franchise partners and identify support needs early in the process.

Support testing, feedback collection, and documentation during pilot or beta launches of new systems.

Help ensure a smooth transition from development to operational deployment of new tools.

4. Operations and Cross-Functional Collaboration

Collaborate with the Operations, Product, and Marketing teams to align technology support with overall business goals.

Contribute to operational projects that improve franchise efficiency and user experience across systems.

Anticipate partner needs and develop scalable solutions before issues arise.

Maintain regular communication with leadership to provide updates on adoption, issues, and platform performance.

5. Events and Field Support

Participate in regional and national events to demonstrate technology tools and provide live support.

Deliver workshops and training sessions at partner events or conferences.

Coordinate logistics and assist with event setup related to technology or operational sessions.

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Qualifications

Three to five years of experience in technology enablement, customer success, or operations.

Strong working knowledge of CRM and marketing systems (HubSpot, Homebase, BackAtYou, SocialBay) or similar SaaS platforms.

Excellent communication and training skills, both in-person and virtually.

Comfortable working directly with franchise owners, administrators, and agents.

Analytical and process-oriented with strong attention to detail.

Highly organized, proactive, and comfortable managing multiple priorities.

Experience in real estate, franchising, or SaaS implementation is an asset.

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Cultural Alignment

At Sutton, we value people who take initiative and ownership of any problem identified.

The right candidate will:

Take ownership of challenges and follow them through to resolution.

Be curious about how systems and processes can work better and act to improve them.

Communicate clearly and build trust across teams and with partners.

Thrive in an environment that values accountability, collaboration, and practical solutions.

Job Type: Full-time

Pay: $80,000.00-$110,000.00 per year

Work Location: In person