At a Glance
- Tasks: Lead customer success initiatives and ensure clients get the most from our software.
- Company: Join Jonas Event Technology, a leader in event registration solutions.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team shaping the future of customer success.
- Why this job: Make a real impact by enhancing customer experiences in a fast-paced tech environment.
- Qualifications: Experience in customer success or account management, preferably in SaaS.
The predicted salary is between 40000 - 50000 £ per year.
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.
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. This position is offered on a hybrid basis at our office in Wallingford, Oxfordshire.
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.
- Strategic Management & Reporting
- Working with the Commercial Director, 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 Commercial Director and Senior Leadership Team (SLT), analysing trends and recommending improvement initiatives.
- Work closely with the Commercial Director, Account Directors and SLT to align customer success strategy with overall sales strategy.
- Customer Retention & Growth
- Identify expansion and cross-sell opportunities within existing accounts, supporting commercial growth.
- Collaborate with the Sales and R&D 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 or Account Management 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.
Why Join JET?
This is an exciting opportunity to lead the evolution of customer success at JET, shaping the team, tools, and strategies that define how we deliver value to clients worldwide. If you thrive in a fast-paced SaaS environment and want to make a measurable impact, we’d love to hear from you.
Customer Success Manager employer: More About Jonas Software
At Jonas Event Technology, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and satisfaction. As a Customer Success Manager based in Wallingford, Oxfordshire, you will have the opportunity to lead innovative customer engagement strategies while benefiting from our commitment to professional development and a supportive team environment. Join us to make a meaningful impact in the SaaS industry and enjoy the unique advantages of working within a globally recognised company dedicated to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at More About Jonas Software. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like More About Jonas Software before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to More About Jonas Software:Your cover letter is your chance to shine! Tell us why you want to work at More About Jonas Software specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at More About Jonas Software!
How to prepare for a job interview at More About Jonas Software
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
