Customer Success Manager

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Jonas Event Technology

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B2B • Events • AR/VR

Jonas Event Technology is a company that specializes in providing a range of services for event management, including technology solutions for conferences, meetings, and corporate events. They focus on creating immersive and engaging experiences for attendees through innovative event technologies and services that enhance the overall event experience.

11 - 50 employees

Founded 1993

🤝 B2B

🥽 AR/VR

📋 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 • 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

🎯 Requirements

• Proven experience in Customer Success, Account Management, or Operations within a SaaS or technology environment • Strong people management skills • 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

• Opportunities to join active social clubs • On-site gym • Children’s day nursery • Relaxed restaurant and deli bar • Coffee lounge with indoor and outdoor seating • Generous car parking • Pool bikes • Bus links to local areas