Jonas Software

Head of Customer Experience – Success Management

Jonas Software

full-time

Posted on:

Location Type: Remote

Location: Canada

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 CA$130,000 - CA$150,000 per year

Job Level

Lead

About the role

  • You will be the Head of Customer Experience & Success Management (CXSM), reporting to the President.
  • This is a leadership role with direct ownership of retention, revenue growth, customer success, and team performance.
  • You will take over revenue and CX operations within your first two weeks, freeing the Chief Growth Officer (CGO) to focus on technology strategy and platform migration.
  • You are the bridge between product innovation and client retention.
  • You will coordinate communication, manage expectations, and keep clients confident through the platform migration.
  • The first 90 days are hands-on operator time. Pick up the phone, talk to clients, personally handle cancellation calls.
  • Lead the retention function: every cancellation gets a structured save conversation.
  • Build and iterate AI-assisted save flows (e.g., dynamic scripts, objection handling, cancel interception).
  • Own exit interviews for every lost account (eliminate the 'unknown' cancel reasons).
  • Use AI to analyze churn data, identify patterns, and proactively intervene before cancellations occur.
  • Directly manage the Retention Lead, Growth Lead, Marketing Specialist, and Sales Rep.

Requirements

  • 5+ years in B2B SaaS in customer success, account management, or revenue leadership
  • 2+ years managing a team — you have hired, coached, and held people accountable
  • Experience driving SaaS retention metrics: churn reduction, save rate, NRR, NPS/CSAT
  • Player-coach mentality — you will personally handle cancel conversations and proof calls, not just manage dashboards
  • Comfort with data — you can build a weekly dashboard, segment a client base, and make decisions from metrics
  • Strong communicator — you write clearly, present confidently, and have difficult conversations without avoiding them
  • Bias for speed — you ship before it is perfect and iterate based on results
  • AI-specific expectations: You already use AI tools daily (e.g., ChatGPT, Claude, Zapier, Make) and will be expected to use and build on this stack
  • You think in systems, regularly looking for ways to automate, augment, or eliminate manual work
  • You can point to specific examples where you used AI tools to improve an outcome — a process you automated, a decision you made faster, a workflow you redesigned.
Benefits
  • Performance incentives tied to Net Revenue Retention (NRR) improvement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementrevenue leadershipchurn reductionsave ratenet revenue retention (NRR)Net Promoter Score (NPS)Customer Satisfaction Score (CSAT)data analysisAI tools usage
Soft Skills
leadershipcommunicationcoachingaccountabilityproblem-solvingadaptabilityinterpersonal skillsplayer-coach mentalitybias for speedsystem thinking