At a Glance
- Tasks: Lead a team of Client Success Managers to enhance client engagement and retention.
- Company: Join Jonas Software, a global leader in enterprise management solutions.
- Benefits: Competitive salary, professional growth opportunities, and a supportive work environment.
- Other info: Be part of a diverse team with a commitment to innovation and quality.
- Why this job: Make a real impact by driving client success and leading a dynamic team.
- Qualifications: 2+ years of leadership experience in client-facing roles, preferably in SaaS.
The predicted salary is between 80000 - 90000 $ per year.
The Client Success Supervisor leads the day-to-day operations of a team of Client Success Managers, ensuring consistent outbound client engagement, strong retention results, and accurate reporting. This role oversees team performance and development, and also owns key client success processes: dormancy and offboarding, module removals, the credit program intake, and accounts receivable follow-up. The Supervisor reports to the Senior Director, Client Success & Support.
JOB 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.
- Monitor client attrition, identify trends, and be an escalation point for the Client Success Managers.
- Review team-prepared metrics for accuracy and participate in a monthly reporting review with the Senior Director, Client Success & Support.
- Oversee accounts receivable collections and aging invoices, and meet monthly with the AR team to review the aging report and support collections efforts.
- Administer the credit program by ensuring all credit requests are properly submitted, documented, and recorded for review and approval by the Senior Director, Client Success & Support.
- Oversee module removal requests, including reviewing requests and signing removal agreements in PandaDoc.
- Manage the monthly dormancy process by confirming the correct clients are identified for dormancy and that Client Success Managers complete offboarding accurately and on time.
- Collaborate with Sales to coordinate retention efforts and resolve issues that threaten renewal.
- Step in on escalated or at-risk client conversations when needed.
JOB 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.
Client Success Supervisor in Markham employer: Jonas Software
At Jonas Software, we pride ourselves on being an exceptional employer that fosters innovation and collaboration in the rapidly evolving field of AI-driven cloud solutions. Our remote work culture promotes flexibility and work-life balance, while our commitment to employee growth ensures that you have access to continuous learning opportunities and career advancement. Join us in a supportive environment where your contributions directly impact the success of legal professionals and law firms across the globe.
