Customer Success Manager, Jonas Software
Enterprise management software solutions
Be an early applicant
Enterprise management software solutions
1001+ employees
Be an early applicant
1001+ employees
Company mission
To be the branded global leader across the 40+ vertical markets.
Role
Who you are
- Great communicator with highly developed negotiation and influencing skills
- Challenger selling style
- An analytical mind with the ability to evaluate and evolve approaches based on comprehensive understanding of our business goals
- Strategic customer success experience
- Able to form and maintain effective working relationships with clients, colleagues and third parties
- Results driven and self-motivated with a ‘can do’ attitude and determination
- Self-motivated initiative taker
- Highly organised
- A strong work ethic and the capacity to succeed in a fast-paced environment and meet deadlines
- Experience of running a Customer Success Team within a Software business is highly desirable
- Demonstratable experience of reducing attrition
- A working knowledge of Salesforce is an advantage
- Experience of driving culture change will also be a distinct advantage
What the job involves
- Cunninghams is looking for a Customer Success Manager with proven experience for this brand new and exciting position where you can be actively involved in shaping the team and processes
- You will report to the Contracts Manager and be a key member of the Contracts and Account Management Team
- Your role will promote retention and loyalty of our customer base using a variety of tools and processes – some already in place but many will be up to you to develop and embed
- The role will be remote however we do have offices in Birmingham and Edinburgh
- Conduct account reviews analysing customer data and offering suggestions for improvements in their operations adding value to the service the receive from CRB Cunninghams
- Retention and upsell KPI’s to meet/exceed
- Identity at risk customers and develop action plans to mitigate attrition
- Establish clear retention, loyalty and attrition goals and process milestones for both the Customer Success team and the wider business to deliver against
- Increase product utilisation across our customer base
- Own our NPS which will include transforming the data results into actionable outputs to enable us to benchmark and deliver improvements
- Responsibility for delivering long term partnerships and lasting benefits for both CRB Cunninghams and our customers. Work closely with the Commercial Team to implement strategies to identify further sales and investment opportunity for the Account Manager to progress
- Review any and solve any complaints
- Work with Marketing to showcase customers and highlight case studies and best practises within our customer base
- Promote Customer Success values across our whole business
Our take
Jonas Software is an investment and software management company that focuses on the vertical markets, meaning markets that develop software for specific needs rather than general use. Founded in 1990, the company rose to prominence when it was acquired by Constellation Software in 2003 and now oversees more than a hundred companies that it itself has acquired over the years. It operates in over 30 vertical markets and has 80,000 customers for its solutions.
Investing smaller amounts in niche companies has paid off for Jonas, many of its investments later becoming large markets and leaders in their industry. For instance, Jonas’s expansion into the world of fitness membership software preceded the explosion of digital fitness apps. Other notable investments have included Jonas’s Clubhouse Online, a mobile app that helps book slots and reservations for golf club services in the mid-noughties, preceding the rise in online hospitality booking.
Throughout the 2020s, Jonas has expanded further into the hospitality, compliance and manufacturing sectors, merging its acquisitions with property management and online marketing companies to compete against the likes of Amadeus and Oracle. In a bid to expand and compete against younger yet larger companies, Jonas is restructuring its less profitable assets.
Freddie
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Company benefits
- Life Assurance 4x base salary
- Vitality Private Health Insurance
- Medical Health Insurance
- Cashplan
- Personal Travel Insurance
- Cycle to Work scheme
- Electric/Hybrid Vehicle scheme
- Discounted gym membership
- My Premier Benefits (discounted high street retailers)
Company values
- Work hard, play hard!
- Jonas acknowledges and values its differences as well as its combined strengths.
- Jonas wants all employees, regardless of their background, to feel respected personally and professionally.
- Jonas cultivates a working environment that inspires new ideas, promotes ownership and experimentation, and supports highly-motivated individuals to be truly creative.
Company HQ
Markham, ON
Articles
Leadership
Barry Symons
(CEO, not founder)Spent 11 years with Constellation Software (Jonas’ parent company). They joined Constellation in its infancy and grew with the organization, culminating in their role as Chief Financial Officer, helping lead Constellation’s successful IPO.
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