Customer Success Manager

Company Overview

Jonas Event Technology (JET) is a leading provider of event registration software and services, supporting trade exhibitions, consumer shows, and conferences with innovative technology and exceptional customer service. Our mission is to deliver seamless event experiences through powerful SaaS solutions and a client-first approach.

Position Summary

The Customer Success Manager (CSM) is responsible for delivering an outstanding customer experience across all stages of the customer lifecycle. This role focuses on retention, satisfaction, and growth within our client base, ensuring customers achieve maximum value from JET’s products and services.

Incorporating elements of operational leadership, the CSM will drive continuous improvement across people, processes, and systems – aligning customer success initiatives with broader business goals and performance metrics.

Key Responsibilities

Customer Success Leadership

• Take the lead on the Customer Success approach to deliver world-class support and account management.
• Foster a customer-first culture focused on proactive engagement, satisfaction, and long-term retention.
• Act as an escalation point for complex client issues, ensuring swift and effective resolution.
• Maintain oversight of all customer success activities to guarantee service quality and consistency.
• Implement structured feedback loops between customers, product, sales, and operational teams to improve the customer journey.

Operational Management & Reporting

• Develop and execute the annual customer success plan, aligned with JET’s strategic and financial objectives.
• Track key performance indicators (KPIs) for customer satisfaction (NPS), retention, and expansion revenue.
• Provide regular departmental reporting to the Operations Director and Senior Leadership Team (SLT), analysing trends and recommending improvement initiatives.
• Work closely with the Operations Director and SLT to align customer success strategy with operational delivery.

Customer Retention & Growth

• Identify expansion and cross-sell opportunities within existing accounts, supporting commercial growth.
• Collaborate with the Sales and Product teams to support pre-sales engagements, renewals, and onboarding.
• Drive initiatives that increase adoption, usage, and advocacy of JET’s software products.
• Ensure CRM data integrity, with accurate account and contact management for all customers.

Process Improvement & Best Practice

• Analyse current processes, identify inefficiencies, and implement improvements to increase scalability and customer value.
• Develop and maintain internal and client-facing documentation to ensure consistency and knowledge sharing.
• Introduce and refine SaaS success metrics and processes that promote operational excellence.
• Apply insights from industry benchmarking to continuously evolve JET’s customer success model.

Qualifications and Experience

• Proven experience in Customer Success, Account Management, or Operations within a SaaS or technology environment.
• Strong people management skills, with experience working across cross-functional teams.
• Demonstrated success in improving customer satisfaction, retention, and revenue growth.
• Excellent understanding of SaaS customer lifecycle management and success metrics.
• Experience in the events industry is highly desirable but not essential.
• Confident in data analysis, performance measurement, and reporting to senior stakeholders.
• Skilled in CRM systems, Microsoft Office (especially Excel), and communication and AI tools.

Personal Characteristics

• A proactive, results-driven leader with a passion for customer success.
• Logical, analytical, and highly organised, with an eye for detail.
• Exceptional communicator, able to influence and collaborate across teams.
• Resilient under pressure with the ability to balance multiple priorities.
• Positive, team-oriented mindset with a willingness to challenge conventional thinking.
• Self-motivated, adaptable, and committed to ongoing professional growth.

Apply here: https://talentmanagementsolution.wd3.myworkdayjobs.com/en-US/JonasSoftwareUK/details/Customer-Success-Manager_R47618-2