Job Description:

Customer Success Manager

Primary Outcome: Building and managing the customer retention experience to ensure confident, happy users who fully understand and utilize empowOR’s offerings — resulting in strong retention, healthy renewals, and a well-informed, satisfied customer base.

Reports To: VP of Customer Success

Direct Reports: None

Compensation Range:

Compensation: The expected salary range for this role is between $65,000 and $70,000, depending on experience and qualifications.

Reason for Opening: Net New position

AI is used to screen, assess, or select applicants for this role.

Cross-Functional Resources: This role works closely with the Director of Professional Services, SME Coordinator/Manager, and Support Manager to coordinate delivery, surface customer needs, and execute across the customer experience.

Participates in Following Meetings/Teams: Management & Leadership Team, Customer Success Management Team

Outcome: Own the Customer Retention Framework

This role is responsible for working with VP to define customer success operations at empowOR — the process, the metrics, and the standards and working with the VP on articulating the Strategy that drives the process.

Responsibilities:

• Manage the customer retention strategy end-to-end — including goals, success metrics, and the action plans that bring it to life

• Co-create and maintain a structured, repeatable CSM process that defines customer touchpoints, health metrics, intervention triggers, and relationship ownership across the customer base

• Own the design and maintenance of customer satisfaction tracking systems (NPS, CSAT, or similar); establish usage-based health monitoring to surface risk early

• Own the outbound communication strategy for existing customers — defining cadence, content priorities, and coordination across channels; ensure execution is consistent and on-brand

• Coordinate with the VP of Customer Success to ensure the framework aligns with broader organizational strategy and capacity

Note: This role owns the retention strategy and the CSM process — defining what outcomes are being driven and how customer relationships are structured and managed. The Director of Professional Services and Support Manager are collaborative resources, not direct reports.

Outcome: Execute the Customer Retention Process

This role is also responsible for doing the work — building and managing customer relationships, running the process defined above, and ensuring customers are engaged, informed, and growing in their use of empowOR.

Responsibilities:

• Identify at-risk customers early using health and usage data; design and execute targeted intervention plans, drawing on the Support Manager and Director of Professional Services as needed

• Exercise sound judgment in triaging customer concerns working with the VP of Customer Success to distinguish between issues requiring immediate action, situations to escalate or route to other staff, and requests appropriate for the product backlog

• Meet directly with at-risk customers to understand pain points, identify solutions, and connect them with the right resources

• Conduct follow-up calls and surveys with a focus on new customers and quiet (low-engagement) accounts

• Proactively communicate new features and product improvements to existing customers

• Work with the Director of Professional Services to identify and promote value-add educational opportunities — webinars, workshops, office hours — and integrate them into the communication calendar

• Regularly analyze and report on satisfaction and retention metrics

• Surface recurring customer issues in roadmap conversations and team meetings

Outcome: Grow Revenue Through Back-to-Base Sales

This role owns commercial relationships with existing customers, identifying and closing expansion opportunities and ensuring the right handoffs are in place for more technical requests.

Responsibilities:

• Own back-to-base sales to existing customers — including modules, training, and TA — managing upsell opportunity grids and seeing contracts through to close

• Identify opportunities for Technical Assistance and Training contracts; coordinate with the Director of Professional Services to bring those to fruition

• For technical requests such as custom reports or custom development, capture and enter deal information in HubSpot and hand off to the Reporting & Integration Manager or VP of Product and Development for scope development

• Configure newly purchased modules or add-on subscriptions; work with Professional Services and funder compliance staff to ensure appropriate training takes place

Required Skills & Knowledge

• At least 3 years of professional experience in Customer Success or Support related roles

• Sound professional judgment in customer-facing situations — able to assess urgency, determine the appropriate response or escalation path, and when to seek additional information

• Demonstrated ability to own and drive a customer retention process in a SaaS or software environment

• Strong understanding of customer success principles — including CSM process design and health scoring

• Experience contributing to repeatable processes and executing defined processes

• Comfortable carrying a commercial responsibility — identifying and closing upsell opportunities with existing customers

• Excellent written and verbal communication skills

• Comfortable analyzing usage and satisfaction data and translating findings into strategy and action

• Highly organized and proactive; able to manage multiple customer relationships and workstreams simultaneously

• Familiarity with nonprofit organizations and their data and reporting needs

• Collaborative and effective working cross-functionally — with professional services, product, support, and sales

• Experience with customer communication platforms, CRM tools (HubSpot preferred), and survey tools

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.