Strategic Customer Success Manager

Perseus Group; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Jonas Software is seeking a customer-focused professional to provide top-tier technical support and proactive client engagement. The role emphasizes resolving software issues, driving retention, and expanding product utilization across ERP, field service, and related tools.

You will collaborate with sales, product, and development teams to ensure a seamless customer experience and alignment with vertical market needs. A bachelor’s degree and 5+ years of experience are preferred.

Qualifications

• 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.
• Analytical mindset — comfortable interpreting usage data and translating it into action plans.

Responsibilities

• Technical Support: Provide timely and accurate assistance to clients via phone, email, live chat, and ticketing systems, troubleshooting software-related issues and guiding users through solutions.
• Issue Resolution: Diagnose and resolve technical and functional issues with our software, escalating complex cases to senior technical teams when necessary.
• Customer Advocacy: 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.
• Documentation: Maintain accurate records of customer interactions, issues, and resolutions in our ticketing system, contributing to a comprehensive knowledge base.
• Problem-Solving: Strong analytical skills and a proactive approach to resolving issues efficiently and effectively.
• Teamwork: Ability to work well with others, handle conflict positively, and collaborate across departments.
• Organization: Excellent organizational and process management skills to prioritize tasks and manage multiple responsibilities effectively.
• Proactive Engagement: Follow up with clients to ensure satisfaction, identify opportunities for additional training or support, and foster long-term relationships.
• Collaboration: Work closely with sales, product, and development teams to ensure a cohesive customer experience and alignment with vertical market needs.

Skills

Customer focus

Communication skills

Analytical mindset

Self-motivated

Team collaboration

Education

Bachelor’s degree in business, marketing or English

Tools

Salesforce

Freshdesk

HubSpot

Job description

Jonas Software is seeking a customer-focused professional to provide top-tier technical support and proactive client engagement. The role emphasizes resolving software issues, driving retention, and expanding product utilization across ERP, field service, and related tools.

You will collaborate with sales, product, and development teams to ensure a seamless customer experience and alignment with vertical market needs. A bachelor’s degree and 5+ years of experience are preferred.