Customer Success Manager

Jonas Software

Customer Success Manager focusing on customer retention and management of customer satisfaction within Jonas Software's operations. Collaborating with multiple teams to drive successful customer engagement and upsell opportunities.

Posted 4/25/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$65,000 - CA$70,000 per yearWebsite

About the role

Key responsibilities & impact

Building and managing the customer retention experience
Manage the customer retention strategy end-to-end
Own the customer satisfaction tracking systems
Coordinate with the VP of Customer Success
Identify at-risk customers early using health and usage data
Meet directly with at-risk customers to understand pain points
Conduct follow-up calls and surveys with new customers
Own back-to-base sales to existing customers
Identify opportunities for Technical Assistance and Training contracts

Requirements

What you’ll need

At least 3 years of professional experience in Customer Success or Support related roles
Sound professional judgment in customer-facing situations
Demonstrated ability to own and drive a customer retention process in a SaaS or software environment
Strong understanding of customer success principles
Experience contributing to repeatable processes and executing defined processes
Comfortable carrying a commercial responsibility
Excellent written and verbal communication skills
Comfortable analyzing usage and satisfaction data
Highly organized and proactive
Familiarity with nonprofit organizations and their data and reporting needs
Collaborative and effective working cross-functionally

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer retention strategycustomer satisfaction trackingdata analysisSaaSprocess executiontechnical assistancetraining contracts

Soft Skills

professional judgmentcustomer-facing skillscommunication skillsorganizational skillsproactivecollaborativecross-functional teamwork