Customer Success Representative

Jonas Software; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Representative, where you'll be the vital link between clients and our innovative Transportation Management System. In this role, you'll build strong relationships, guide clients through onboarding, and ensure they maximize their use of our platform. Your proactive approach will help monitor account health and drive customer satisfaction, making a real impact on their operations. If you're passionate about helping customers succeed and enjoy problem-solving, this is the perfect opportunity to thrive in a dynamic environment.

Qualifications

• Proven experience in customer success or account management roles.
• Strong communication skills and ability to build rapport with clients.

Responsibilities

• Act as the primary point of contact for a portfolio of customers.
• Onboard new clients and deliver product training sessions.
• Monitor account usage and identify risks or opportunities.

Skills

Relationship Building

Problem Solving

Customer Communication

Account Management

Training Delivery

Education

Bachelor's Degree

Job description

Job Description:

We’re seeking a proactive and personable Customer Success Representative to join our team and support users of our Transportation Management System (TMS). This role is ideal for someone who excels at relationship-building, problem-solving, and ensuring customers get the most value from our platform. You’ll be the front line of communication for clients, guiding them through onboarding, training, and day-to-day questions while collaborating closely with our support and implementation teams.

About the Role

As a Customer Success Representative, you’ll serve as a trusted partner for our clients post-implementation. You’ll help maximize platform adoption, troubleshoot non-technical issues, monitor account health, and ensure long-term satisfaction. You’ll become an expert on our product and our customers’ needs, helping them optimize their operations using our TMS.

Key Responsibilities

1. Act as the primary point of contact for a portfolio of customers
2. Onboard new clients and deliver product training sessions
3. Proactively monitor account usage and identify risks or opportunities
4. Respond to customer inquiries related to usage, workflows, or best practices
5. Escalate complex technical issues to Tier 2 support or the implementation team
6. Maintain clear documentation of customer interactions and solutions provided
7. Track and report on key customer success metrics (retention, NPS, adoption)
8. Collaborate with the Account Manager on upsell and renewal conversations
9. Gather feedback and advocate for customer needs with internal teams

#LI-PP1

Business Unit: Tracx

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 various industries including Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing. Within these vertical markets, Jonas comprises over 65 distinct brands, respected and leaders within their domains.

Jonas’ vision is to be the global leader across these vertical markets and recognized as the trusted provider of ‘Software for Life’—a symbol of technology, innovation, quality, and customer service.

Jonas Software serves over 60,000 customers worldwide in more than 30 countries. The company employs over 2,000 industry experts and technology professionals, headquartered in Canada with offices across North America, the UK, Europe, Australia, New Zealand, and Africa. Jonas is a subsidiary of Constellation Software Inc., traded on the S&P/TSX 60.