Client Success Supervisor in Markham

Gary Jonas Computing Ltd was established in September 1990 with a mandate to be a client-oriented and technology-driven software application company with industry-related professionals. Jonas Software is the leading provider of enterprise management software solutions to various industries. Jonas’ vision is to be the branded global leader across these vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of Software for Life.

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.

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.
• Oversee accounts receivable collections and aging invoices.
• Administer the credit program by ensuring all credit requests are properly submitted, documented, and recorded.
• Oversee module removal requests.
• Manage the monthly dormancy process.
• 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.
• Familiarity with Salesforce (or another enterprise CRM system).
• Ability to manage competing priorities in a fast-paced environment.

Jonas Club is an Equal Opportunity Employer. If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at jobs@gjonas.com or 905-470-4600.