About the role
Job Description:
Senior Director, Customer Success
Jonas Software - Jonas Club Software
Markham, ON
COMPANY
Gary Jonas Computing Ltd was established in September 1990 with a mandate to be a client-oriented and technology-driven software application company with industry-related professionals. Jonas Software is the leading provider of enterprise management software solutions to the Private and Semi-private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage and Attractions & Leisure, Fitness & Sports industries. Within these independent vertical markets, Jonas boasts 12 distinct brands, all of which are respected and longstanding leaders within their own domain.
Jonas is a member of the Constellation family of companies. Constellation companies are leading developers of technology solutions for vertical markets in North America, Europe and Australia. CSI was winner of the prestigious “Canada’s 50 Best Managed Companies” award 2005 and in May 2006 became a publicly traded company on the Toronto Stock Exchange (ticker CSU). CSI group employees have the opportunity to move throughout the group, developing specialized skills and experience.
Jonas’ vision is to be the branded global leader across the aforementioned seven 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 8000 customers worldwide in 15 countries. Jonas employs hundreds of skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices in the United States, the United Kingdom, and the Caribbean. With the talents of Jonas employees spanning the globe, Jonas is proud to avail cost-effective training and consulting services to our entire client base
POSITION
The Senior Director of Customer Success will transform our client care function into a strategic customer success organization focused on maximizing customer value and driving adoption across our extensive club customer base. This role will ensure customers achieve optimal outcomes through proactive engagement, improved product utilization, and comprehensive education programs, while building the foundation for growth through customer expansion and advocacy.
Reporting to the General Manager, you'll build and lead a customer success team while partnering closely with sales, support, and professional services teams to deliver exceptional customer experiences through tiered service delivery models that reach every customer.
JOB RESPONSIBILITIES:
Customer Success Strategy & Operations
- Develop comprehensive strategy to reduce customer churn through improved adoption and proactive engagement
- Create tiered service delivery models to ensure complete customer coverage with appropriate service levels
- Operationalize customer health monitoring systems to identify at-risk accounts and intervention opportunities
- Design and implement customer audit programs to assess product utilization and drive optimization
Team Leadership & Development
- Recruit and develop a high performing team of Customer Success Managers covering different customer segments
- Transform existing client care team into strategic and proactive customer success roles
- Establish performance management systems focused on customer outcomes and business impact
Customer Portfolio Management
- Oversee customer health across complete customer portfolio using appropriate segmentation
- Establish systematic customer review processes and business planning sessions
- Lead comprehensive account planning initiatives to identify expansion opportunities and risk mitigation
- Drive systematic improvement in customer product adoption and utilization rates
Cross-Functional Collaboration
- Partner with sales teams on expansion opportunities and territory planning
- Collaborate with support teams to ensure seamless escalation of complex customer issues
JOB QUALIFICATIONS:
- Proven track record in customer success or account management roles in B2B software environments
- Demonstrated success in delivering results through churn reduction and customer adoption initiatives
- Experience building and leading customer success teams
- Bachelor's degree required; MBA is an asset
Business Unit:
Jonas Club
Scheduled Weekly Hours:
37.5
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.
About Jonas Software
Jonas Software is the leading provider of enterprise management software solutions to over 40 different vertical markets. Within these vertical markets, Jonas has acquired over 160 unique and innovative companies.
Jonas’ vision is to be the branded global leader across the 40+ 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 40,000 customers worldwide in more than 30 countries. Jonas employs over 3,500 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, South America and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the TSX (CSU.TO).
About the role
Job Description:
Senior Director, Customer Success
Jonas Software - Jonas Club Software
Markham, ON
COMPANY
Gary Jonas Computing Ltd was established in September 1990 with a mandate to be a client-oriented and technology-driven software application company with industry-related professionals. Jonas Software is the leading provider of enterprise management software solutions to the Private and Semi-private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage and Attractions & Leisure, Fitness & Sports industries. Within these independent vertical markets, Jonas boasts 12 distinct brands, all of which are respected and longstanding leaders within their own domain.
Jonas is a member of the Constellation family of companies. Constellation companies are leading developers of technology solutions for vertical markets in North America, Europe and Australia. CSI was winner of the prestigious “Canada’s 50 Best Managed Companies” award 2005 and in May 2006 became a publicly traded company on the Toronto Stock Exchange (ticker CSU). CSI group employees have the opportunity to move throughout the group, developing specialized skills and experience.
Jonas’ vision is to be the branded global leader across the aforementioned seven 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 8000 customers worldwide in 15 countries. Jonas employs hundreds of skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices in the United States, the United Kingdom, and the Caribbean. With the talents of Jonas employees spanning the globe, Jonas is proud to avail cost-effective training and consulting services to our entire client base
POSITION
The Senior Director of Customer Success will transform our client care function into a strategic customer success organization focused on maximizing customer value and driving adoption across our extensive club customer base. This role will ensure customers achieve optimal outcomes through proactive engagement, improved product utilization, and comprehensive education programs, while building the foundation for growth through customer expansion and advocacy.
Reporting to the General Manager, you'll build and lead a customer success team while partnering closely with sales, support, and professional services teams to deliver exceptional customer experiences through tiered service delivery models that reach every customer.
JOB RESPONSIBILITIES:
Customer Success Strategy & Operations
- Develop comprehensive strategy to reduce customer churn through improved adoption and proactive engagement
- Create tiered service delivery models to ensure complete customer coverage with appropriate service levels
- Operationalize customer health monitoring systems to identify at-risk accounts and intervention opportunities
- Design and implement customer audit programs to assess product utilization and drive optimization
Team Leadership & Development
- Recruit and develop a high performing team of Customer Success Managers covering different customer segments
- Transform existing client care team into strategic and proactive customer success roles
- Establish performance management systems focused on customer outcomes and business impact
Customer Portfolio Management
- Oversee customer health across complete customer portfolio using appropriate segmentation
- Establish systematic customer review processes and business planning sessions
- Lead comprehensive account planning initiatives to identify expansion opportunities and risk mitigation
- Drive systematic improvement in customer product adoption and utilization rates
Cross-Functional Collaboration
- Partner with sales teams on expansion opportunities and territory planning
- Collaborate with support teams to ensure seamless escalation of complex customer issues
JOB QUALIFICATIONS:
- Proven track record in customer success or account management roles in B2B software environments
- Demonstrated success in delivering results through churn reduction and customer adoption initiatives
- Experience building and leading customer success teams
- Bachelor's degree required; MBA is an asset
Business Unit:
Jonas Club
Scheduled Weekly Hours:
37.5
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.
About Jonas Software
Jonas Software is the leading provider of enterprise management software solutions to over 40 different vertical markets. Within these vertical markets, Jonas has acquired over 160 unique and innovative companies.
Jonas’ vision is to be the branded global leader across the 40+ 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 40,000 customers worldwide in more than 30 countries. Jonas employs over 3,500 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, South America and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the TSX (CSU.TO).