Customer Success Manager

Customer Success Manager focuses on take the lead on the customer success approach to deliver world-class support and account management.

What the role involves

• Take the lead on the Customer Success approach to deliver world-class support and account management.
• Maintaining oversight of all customer success activities to guarantee service quality and consistency.
• Implement structured feedback loops between customers, product, sales, and operational teams to improve the customer journey.
• Develop and execute the annual customer success plan, aligned with JET’s strategic and financial objectives.
• Provide regular departmental reporting to the Operations Director and Senior Leadership Team (SLT), analysing trends and recommending improvement initiatives.
• Identify expansion and cross-sell opportunities within existing accounts, supporting commercial growth.

Skills and requirements

• Proven experience in Customer Success, Account Management, or Operations within a SaaS or technology environment.
• Skilled in CRM systems, Microsoft Office (especially Excel), and communication and AI tools.

Confirmed role details

• Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
• Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries.
• Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.
• Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

Additional role context

• Our mission is to deliver seamless event experiences through powerful SaaS solutions and a client-first approach.