AI-Driven Customer Success Manager

Jonas Software; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Jonas Software is seeking a proactive, results-driven Client Operations professional who can manage multiple tasks, listen to customers, and guide them to better use of our ERP and cloud-hosted software. You will support clients via phone, email, live chat and ticketing, and collaborate with sales, product, and development teams.

The role emphasizes relationship-building, issue resolution, data-driven insights, and proactive engagement to improve retention and product adoption.

Qualifications

• Minimum bachelor’s degree in business, marketing or English.
• 5+ years supporting or implementing business software (ERP, field service, accounting, or payroll software strongly preferred).
• Experience troubleshooting cloud-hosted applications using AI tools.
• Bonus if past experience in driving AI initiatives across CS functions.
• Analytical mindset — interpreting usage data and translating it into action plans.
• Highly organized, self-directed, and able to manage competing priorities across multiple accounts.
• Experience with CS and CRM tools (e.g., Salesforce, Freshdesk, HubSpot).
• Excellent interpersonal, listening, and written communication skills.

Responsibilities

• Provide timely and accurate assistance to clients via phone, email, live chat, and ticketing systems, troubleshooting software-related issues and guiding users through solutions.
• Diagnose and resolve technical and functional issues with our software, escalating complex cases to senior technical teams when necessary.
• Act as the voice of the customer, gathering feedback and communicating insights to product development and sales teams to enhance software functionality and user experience.
• Maintain accurate records of customer interactions, issues, and resolutions in our ticketing system, contributing to a comprehensive knowledge base.
• Work closely with sales, product, and development teams to ensure a cohesive customer experience and alignment with vertical market needs.
• Follow up with clients to ensure satisfaction, identify opportunities for additional training or support, and foster long-term relationships.

Skills

5+ years software support

AI tools troubleshooting

AI initiatives experience

Data analytics

Organizational skills

Communication skills

Freshdesk, HubSpot, Salesforce

Education

Bachelor's degree

Tools

Freshdesk

HubSpot

Salesforce

Job description

Jonas Software is seeking a proactive, results-driven Client Operations professional who can manage multiple tasks, listen to customers, and guide them to better use of our ERP and cloud-hosted software. You will support clients via phone, email, live chat and ticketing, and collaborate with sales, product, and development teams.

The role emphasizes relationship-building, issue resolution, data-driven insights, and proactive engagement to improve retention and product adoption.