Customer Success Manager

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6 days ago

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Jonas Software

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Enterprise • SaaS • B2B

Jonas Software is a prominent acquirer of vertical market software companies, with a rich history of over 20 years. The company focuses on mission-critical software solutions across various industries, aiming to provide business tools and a network for growth. Jonas Software operates under a decentralized structure, allowing acquired companies to maintain their autonomy while tapping into Jonas's extensive experience and best practices. They adhere to a 'buy & hold forever' strategy, ensuring long-term stability and a permanent home for acquired businesses. With more than 130 successful acquisitions under its belt and being part of Constellation Software, Jonas Software emphasizes preserving the legacy and culture of the companies it acquires, fostering a culture of sharing and leveraging expertise in vertical market software.

1001 - 5000 employees

🏢 Enterprise

☁️ SaaS

🤝 B2B

📋 Description

• Take the lead on the Customer Success approach to deliver world-class support and account management. • Foster a customer-first culture focused on proactive engagement, satisfaction, and long-term retention. • Act as an escalation point for complex client issues, ensuring swift and effective resolution. • Maintain 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. • Track key performance indicators (KPIs) for customer satisfaction (NPS), retention, and expansion revenue. • Provide regular departmental reporting to the Operations Director and Senior Leadership Team (SLT), analysing trends and recommending improvement initiatives. • Work closely with the Operations Director and SLT to align customer success strategy with operational delivery. • Identify expansion and cross-sell opportunities within existing accounts, supporting commercial growth. • Collaborate with the Sales and Product teams to support pre-sales engagements, renewals, and onboarding. • Drive initiatives that increase adoption, usage, and advocacy of JET’s software products. • Ensure CRM data integrity, with accurate account and contact management for all customers. • Analyse current processes, identify inefficiencies, and implement improvements to increase scalability and customer value. • Develop and maintain internal and client-facing documentation to ensure consistency and knowledge sharing. • Introduce and refine SaaS success metrics and processes that promote operational excellence. • Apply insights from industry benchmarking to continuously evolve JET’s customer success model.

🎯 Requirements

• Proven experience in Customer Success, Account Management, or Operations within a SaaS or technology environment. • Strong people management skills, with experience working across cross-functional teams. • Demonstrated success in improving customer satisfaction, retention, and revenue growth. • Excellent understanding of SaaS customer lifecycle management and success metrics. • Experience in the events industry is highly desirable but not essential. • Confident in data analysis, performance measurement, and reporting to senior stakeholders. • Skilled in CRM systems, Microsoft Office (especially Excel), and communication and AI tools.

🏖️ Benefits

• Health insurance • Flexible working arrangements • Professional development opportunities