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For Companies At a Glance
- Tasks: Lead customer success initiatives and ensure clients achieve maximum value from our software.
- Company: Join Jonas Event Technology, a leader in event registration software with a client-first approach.
- Benefits: Enjoy a competitive salary, flexible remote work, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experiences and driving satisfaction in a dynamic environment.
- Qualifications: Experience in customer success or account management, with strong communication and analytical skills.
- Other info: Be part of a supportive team culture focused on innovation and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
Company Overview
Jonas Event Technology (JET) is a leading provider of event registration software and services, supporting trade exhibitions, consumer shows, and conferences with innovative technology and exceptional customer service. Our mission is to deliver seamless event experiences through powerful SaaS solutions and a client-first approach.
Position Summary
The Customer Success Manager (CSM) is responsible for delivering an outstanding customer experience across all stages of the customer lifecycle. This role focuses on retention, satisfaction, and growth within our client base, ensuring customers achieve maximum value from JET’s products and services. Incorporating elements of operational leadership, the CSM will drive continuous improvement across people, processes, and systems – aligning customer success initiatives with broader business goals and performance metrics.
Key Responsibilities
- Customer Success Leadership
- 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.
- Operational Management & Reporting
- 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.
- Customer Retention & Growth
- 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.
- Process Improvement & Best Practice
- 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.
Qualifications and Experience
- 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.
Personal Characteristics
- A proactive, results-driven leader with a passion for customer success.
- Logical, analytical, and highly organised, with an eye for detail.
- Exceptional communicator, able to influence and collaborate across teams.
- Resilient under pressure with the ability to balance multiple priorities.
- Positive, team-oriented mindset with a willingness to challenge conventional thinking.
- Self-motivated, adaptable, and committed to ongoing professional growth.
Customer Success Manager in Wallingford employer: EWS Group
Contact Detail:
EWS Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in Wallingford
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Jonas Event Technology on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding JET’s products inside out. Dive into their software solutions and think about how you can enhance customer success. Show them you’re not just a fit for the role, but a fit for their mission!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've improved customer satisfaction or driven growth in previous roles. This will help you stand out as a results-driven leader.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the JET team.
We think you need these skills to ace Customer Success Manager in Wallingford
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer success, account management, or operations within a SaaS environment, as this will show us you understand what we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact on customer satisfaction and retention. We love seeing numbers and results, so if you've improved NPS scores or driven revenue growth, let us know!
Be Authentic: We want to get to know the real you! Use your cover letter to express your passion for customer success and how your personal characteristics align with our team culture. A positive, team-oriented mindset is key for us.
Apply Through Our Website: To make sure your application gets into the right hands, apply directly through our website. It’s the best way for us to track your application and ensure it’s reviewed promptly. We can’t wait to hear from you!
How to prepare for a job interview at EWS Group
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like NPS and retention rates. Be ready to discuss how you've used these metrics in past roles to drive improvements and enhance customer satisfaction.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex client issues you've resolved in the past. Highlight your approach to problem-solving and how you ensured swift resolutions, as this role requires acting as an escalation point for client concerns.
✨Demonstrate Cross-Functional Collaboration
Since the role involves working closely with sales and product teams, think of instances where you've successfully collaborated across departments. Share how you fostered a customer-first culture and drove initiatives that benefited both customers and the business.
✨Be Ready to Discuss Process Improvements
Reflect on any processes you've improved in previous roles. Be prepared to discuss how you identified inefficiencies and implemented changes that increased scalability and customer value, aligning with the operational management aspect of the position.
