Customer Success Manager

Job Description: 

The ideal candidate will be a highly results driven, action oriented, customer focused and a self-motivated individual with the ability to handle numerous tasks simultaneously. In addition, this strong communicator requires a proven ability in actively listening and working with customers to resolve open issues and drive retention. 

The ideal candidate is a proactive, results-driven individual with a passion for people, sales, and technology, capable of building strong client relationships while providing top-tier support and identifying opportunities to enhance client software utilization. Someone who can self-assess well and build powerful relationships with people. Through this, you will easily be able to see gaps in how our clients use the software and offer guidance on how to implement more products so our clients can be successful using more of our software.

JOB RESPONSIBILITIES:
Reporting to the Director of Client Operations, the core responsibilities of the position are to:
•    Technical Support: Provide timely and accurate assistance to clients via phone, email, live chat, and ticketing systems, troubleshooting software-related issues and guiding users through solutions.

• Issue Resolution: Diagnose and resolve technical and functional issues with our software, escalating complex cases to senior technical teams when necessary.
• Customer Advocacy: Act as the voice of the customer, gathering feedback and communicating insights to product development and sales teams to enhance software functionality and user experience.
• Documentation: Maintain accurate records of customer interactions, issues, and resolutions in our ticketing system, contributing to a comprehensive knowledge base.
• Problem-Solving: Strong analytical skills and a proactive approach to resolving issues efficiently and effectively.
• Teamwork: Ability to work well with others, handle conflict positively, and collaborate across departments.
• Organization: Excellent organizational and process management skills to prioritize tasks and manage multiple responsibilities effectively.
• Proactive Engagement: Follow up with clients to ensure satisfaction, identify opportunities for additional training or support, and foster long-term relationships.
• Collaboration: Work closely with sales, product, and development teams to ensure a cohesive customer experience and alignment with vertical market needs.

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• JOB QUALIFICATIONS AND PERSONAL ATTRIBUTES:
  Minimum of bachelor’s degree in business, marketing or English
• 5+ years supporting or implementing business software (ERP, field service, accounting, or payroll software strongly preferred)
• Experience troubleshooting cloud-hosted applications using AI tools
• Bonus if past experience in driving AI initiatives across CS functions
• Analytical mindset — comfortable interpreting usage data and translating it into action plans
• Highly organized, self-directed, and able to manage competing priorities across multiple accounts
• Experience with CS and CRM tools (e.g., Salesforce, Freshdesk, HubSpot)
• Excellent knowledge of CS tools like Freshdesk, Hubspot or Salesforce
• Excellent interpersonal, listening, and written communication skills

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.