Customer Success Manager helping global brands and agencies maximize Camphouse's media operations platform. Managing client partnerships, adoption, retention, security, and expansion.
About the role
- Customer Success Manager supporting Jonas Software clients with technical issue resolution, retention, and software adoption. Partnering with sales, product, and development teams to improve customer outcomes.
Responsibilities
- Provide timely and accurate technical assistance to clients via phone, email, live chat, and ticketing systems
- Troubleshoot software-related issues and guide users through solutions
- Diagnose and resolve technical and functional software issues
- Escalate complex cases to senior technical teams when necessary
- Act as the voice of the customer and communicate feedback to product development and sales teams
- Maintain accurate records of customer interactions, issues, and resolutions in the ticketing system
- Contribute to a comprehensive knowledge base
- Follow up with clients to ensure satisfaction
- Identify opportunities for additional training or support
- Foster long-term customer relationships
- Collaborate with sales, product, and development teams to ensure a cohesive customer experience
- Report to the Director of Client Operations
Requirements
- Minimum of 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 — comfortable 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 knowledge of CS tools like Freshdesk, Hubspot or Salesforce
- Excellent interpersonal, listening, and written communication skills
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