VP of Client Success

November 4

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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

• Management of the Client Success organisation, including the Client Success, Client Support, Client Implementation and Client Strategy teams • Responsible for client success activity across all markets • Analyse client data to highlight trends, report on performance and identify optimisation opportunities • Build, mentor, and scale a high-performing client success organisation, establishing best practices for client retention, satisfaction, and revenue growth across the team • Build strong interpersonal relationships with top-tier strategic accounts and VIP clients, fostering trust and identifying growth opportunities • Serve as primary escalation point for critical client issues and opportunities • Lead from the front by actively participating in key client discussions and strategic account reviews alongside the broader Client Success team • Ownership of client revenue expansion pipeline, closing upsell/cross-sell business within existing accounts • Develop and execute comprehensive client success strategies and account planning that maximise lifetime value and drive sustainable growth • Partner with Sales and Product leadership to shape commercial strategy, client pricing models, and go-to-market initiatives that maximise revenue and client value • Achieve and exceed client retention targets across all segments while driving continuous improvement in client lifecycle management • Owns client revenue performance, retention, and expansion across global markets • Monitor client health scores and satisfaction metrics through comprehensive dashboards, regular pulse surveys, and predictive analytics to identify retention opportunities and renewal risks • Lead client recovery initiatives for at-risk accounts, developing customised action plans, conducting executive interventions, and coordinating cross-functional rescue efforts to restore client confidence and value realisation • Oversee client implementation and onboarding processes, establishing standardised workflows, milestone tracking, and success criteria to ensure rapid and seamless client integration • Drive product adoption and feature utilisation across client base through targeted training programs, usage analytics monitoring, and personalised adoption roadmaps that maximise platform value realisation • Coordinate with Product and Development Teams on client-driven enhancements, serving as voice of the client to influence product roadmap priorities and ensure feature development aligns with market demands • Ensure seamless service delivery and client experience optimisation by establishing quality standards, monitoring service performance metrics, and implementing continuous improvement processes across all client touchpoints • Lead client strategy initiatives across Digital Marketing and Metasearch teams, aligning campaign objectives with client business goals and ensuring optimal performance across all digital channels and search platforms • Develop comprehensive client success strategies aligned with business objectives, creating scalable frameworks that balance client outcomes with company growth targets and market positioning requirements • Provide strategic guidance on digital marketing and metasearch optimisation, leveraging industry expertise to advise clients on best practices, emerging trends, and performance enhancement opportunities that drive measurable ROI • Coordinate cross-functional efforts to deliver integrated client solutions, orchestrating collaboration between Sales, Marketing, Product, and Development teams to ensure cohesive service delivery and unified client experience across all touchpoints • Serve as the primary client success evangelist at industry conferences, and client events, showcasing Bookassist success stories and best practices • Represent the company as a thought leader through speaking engagements on client success, Bookassist's direct portfolio and market positioning

🎯 Requirements

• 8+ years of senior client success, account management, or client-facing leadership experience, building and scaling client success teams in high-growth environments. • Proven track record of managing enterprise client relationships and driving revenue growth • Proven track record of revenue ownership (renewals, upsell, cross-sell) and achieving growth within enterprise client portfolios. • Experience collaborating at the C-suite level on pricing, product-market strategy, and customer lifetime value optimisation. • Strong background in digital marketing, SaaS, or technology solutions, with a deep understanding of metasearch platforms and digital marketing channels a bonus • Exceptional presentation and public speaking skills with conference experience. • Executive presence with proven ability to represent company at industry events. • Bachelor's degree in Business, Marketing, or related field required. • MBA or advanced degree preferred.

🏖️ Benefits

• Competitive salary • Full-time, permanent contract • Opportunity for professional development and growth within CSI, Jonas and Vertus • Remote working with access to Bookassist coworking offices • Direct reporting to COO with seat at Executive leadership table • Professional development allowance • A professional, open, and collaborative working environment • A strong culture of trust and autonomy, offering a direct path to leadership and the opportunity to gain a wide range of hands-on experience by owning a full product portfolio. • An environment that encourages intellectual curiosity, experimentation, and professional growth