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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 hours, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experiences and driving satisfaction.
- Qualifications: Experience in customer success or account management, preferably in a tech environment.
- Other info: Be part of a dynamic team 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 employer: Jonas Software UK
Contact Detail:
Jonas Software UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the events and SaaS industry. Attend meetups, webinars, or even just grab a coffee with someone who works at JET. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Show off your skills! When you get the chance to chat with someone from JET, be ready to discuss how you've improved customer satisfaction or driven growth in past roles. Use real examples to demonstrate your impact – it’s all about making a memorable impression.
✨Tip Number 3
Research is key! Dive deep into JET’s products and services before any interviews. Understand their customer success strategies and think about how you can contribute to their mission of delivering seamless event experiences. This will show you're genuinely interested.
✨Tip Number 4
Don’t forget to follow up! After any interaction, whether it’s an interview or a casual chat, send a quick thank-you note. It keeps you on their radar and shows your enthusiasm for the role. Plus, it’s a nice touch that goes a long way!
We think you need these skills to ace Customer Success Manager
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 SaaS and customer success, and show us how you can bring value to our team at JET.
Showcase Your Achievements: Don’t just list your responsibilities; we want to see your successes! Use specific examples of how you've improved customer satisfaction or driven growth in previous roles. Numbers speak volumes!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who’s not only skilled but also a great fit for our team culture. Share your passion for customer success and how you approach challenges.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates about the hiring process!
How to prepare for a job interview at Jonas Software UK
✨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 your previous 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, come prepared with examples of how you've successfully collaborated across departments. This will show your ability to foster a customer-first culture and drive initiatives that benefit the entire organisation.
✨Be Ready to Discuss Process Improvements
Think about times when you've identified inefficiencies in processes and implemented changes. Be specific about the outcomes and how they contributed to customer value, as this aligns with the operational management aspect of the role.
