Lead Client Success Team | Retention & Growth

Jonas Software Group; Markham; On-site; CAD 80,000 - 90,000; Full time

Job summary

Jonas Club in Markham, Ontario is seeking a Client Success Supervisor to lead a team of Client Success Managers, drive proactive outbound engagement, and ensure strong retention. You will own key client success processes, reporting, and escalation where needed.

The role reports to the Senior Director, Client Success & Support and requires 2+ years guiding a SaaS/enterprise client-facing team, with CRM experience (Salesforce) and strong communication skills.

Qualifications

• 2+ years of experience leading a team, ideally in Client Success, Account Management, or a related client-facing function in SaaS or enterprise software.
• Demonstrated ability to coach, develop, and hold team members accountable to performance standards.
• Strong problem-solving skills, with a track record of bringing solutions rather than problems to leadership.
• Positive, professional attitude and the ability to model it for the team.
• Strong communication skills, both written and verbal.
• Comfort working with reporting, metrics, and operational processes (AR, credits, contracts).
• Familiarity with Salesforce (or another enterprise CRM system).
• Ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Provide day-to-day leadership of the Client Success Managers, setting expectations and keeping the team focused on proactive outbound client engagement and retention.
• Hold regular 1:1s with each Client Success Manager to coach, support, and address challenges.
• Manage team performance, including performance reviews, goal setting, feedback, and development planning.
• Review and approve vacation requests, balancing individual needs with team coverage.
• Monitor weekly activity and performance results, including call activity and outreach outcomes, and address gaps promptly.
• Oversee accounts receivable collections and aging invoices, and meet monthly with the AR team to review the aging report and support collections efforts.
• Collaborate with Sales to coordinate retention efforts and resolve issues that threaten renewal.
• Step in on escalated or at-risk client conversations when needed.

Skills

Team leadership

Coaching

Performance management

Communication

Tools

Salesforce

Job description

Jonas Club in Markham, Ontario is seeking a Client Success Supervisor to lead a team of Client Success Managers, drive proactive outbound engagement, and ensure strong retention. You will own key client success processes, reporting, and escalation where needed.

The role reports to the Senior Director, Client Success & Support and requires 2+ years guiding a SaaS/enterprise client-facing team, with CRM experience (Salesforce) and strong communication skills.