Job Description:
The Customer Success Manager will lead and actively participate in our customer support operations, manage a small team, and evolve our support capabilities. This role is a great fit for someone who enjoys solving problems for customers, finding ways to improve a process, and mentoring a small team.
Job Title: Customer Success Manager
Location: Remote (US)
About the Company: Cornerstone Billing Solutions, a Jonas Company, is a 25-year-old software company providing comprehensive Lifecycle Management software for the Alarm industry. We're seeking a hands-on leader who can modernize our customer support team, leveraging technology and strategic thinking to support our customers and drive continuous improvement.
Position Summary: The Customer Success Manager will lead and actively participate in our customer support operations, manage a small team, and evolve our support capabilities. This role is a great fit for someone who enjoys solving problems for customers, finding ways to improve a process, and mentoring a small team.
Key Responsibilities:
Team Leadership & Development
- Supervise and mentor a team of Customer Support Representatives
- Foster a culture of continuous learning and customer-centricity
- Gradually develop team specialization and cross-training capabilities
Customer Support and Training
- Deliver comprehensive training sessions to customers, covering software onboarding, product updates, module usage, integrations, and best practices
- Directly handle complex customer inquiries and act as an escalation point for challenging support issues
- Provide hands-on support across our software's full range of functionalities (quotes, billing, accounting integrations, mobile apps, inventory management etc.)
Customer Experience and Process Optimization
- Manage escalation processes and complex customer projects
- Develop strategies to reduce support call volumes through proactive communication and self-service resources
- Collaborate with the product team to provide insights for software improvement
- Develop, monitor and manage key customer success KPIs, including customer satisfaction (CSAT) and Net Promoter Score (NPS)
Strategic Support Transformation
- Support gradual modernization of our customer support approach, including exploring self-service and knowledgebase improvements
- Design and implement a customer support strategy that transitions from a reactive support model to a proactive, technology-enabled approach
- Create a tiered support model with specialized product area expertise
Qualifications:
- Excellent communication skills and strong customer orientation
- 4-7 years of experience in Customer Success, Account Management, or customer-facing technical support roles.
- Proven track record of successfully redesigning customer support functions
- An analytical mind, with an eye toward process improvement. Experience with support technologies, software support, and customer training
Preferred Skills:
- Experience in the software industry, particularly SaaS or B2B technology (Alarm industry experience is a plus)
- Experience with CRM systems (Zoho Desk expertise a plus)
- Background in software support, particularly for comprehensive business management platforms
- Proven leadership experience developing and managing high-performing teams
Required Competencies:
- Customer Focus
- Relationship Management
- Functional/Technical Skills
- Interpersonal Savvy
- Managing through systems
- Developing direct reports
- Communicates Effectively
- Strategic agility
Compensation: $60,000 salaried.
Why Join Us:
- Opportunity to lead and directly contribute to a dynamic support team
- Work with an established company committed to improving customer experience
- Ability to shape and evolve our customer support approach
- Competitive compensation and professional development opportunities
Business Unit:
Cornerstone Billing Solutions
Scheduled Weekly Hours:
40
Number of Openings Available:
1
Worker Type:
Regular
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
