Customer Success Manager

Job Description:

Customer Success Manager - Jonas Event Technology UK

Company Overview

Jonas Event Technology (JET) is a leading provider of event registration software and services, supporting trade exhibitions, consumer shows, and conferences with innovative technology and exceptional customer service. Our mission is to deliver seamless event experiences through powerful SaaS solutions and a client-first approach.

We're the technology behind events. When an organiser runs a trade show, exhibition or conference, we handle the registration - visitors and exhibitors signing up online, badges printed and scanned on the day, check-in at the door, and the lead capture exhibitors use to follow people up afterwards. Our customers are the organisers themselves. Around 70 of them, across roughly 200 events a year, ranging from small conferences to trade shows with tens of thousands of attendees.

We've been doing this for over 30 years, and we're part of Vesta Software Group, which sits under Constellation Software. We're not a pure software business - we combine a registration platform with a full on-site service, with our people and our equipment on the ground on show day. That service is what we're known for, and it's why customers come back year after year.

The role

This is a retention and delivery role, not a sales one. There's no quota and no upsell target - our Account Directors own the commercial relationship.

Your job is to be the organiser's main point of contact, make sure everything they've paid for actually happens, and help them get real value from what we provide.

You'd be joining our Customer Success team, working alongside an established Customer Success Manager. You'd start with our smaller accounts and take on a broader share of the book over your first six to twelve months.

What you'll be doing

• Taking the registration form brief from an organiser, checking it stacks up, passing it to our digital systems team to build, then making sure it's right before it goes back to the customer

• Walking customers through the platform and the reporting so they actually use what they're paying for

• Turning our product and feature updates into something customers understand, then showing them how to use it

• Keeping proactive contact going - onboarding calls, regular reviews, post-event wash-ups

• Tracking customer health, spotting when an account goes quiet, and acting on it early

• Being the customer's voice internally. If something is frustrating several organisers, you're the one who tells our product team

• Routing work to the right place - commercial conversations to the Account Directors, delivery tasks to the project management team

• Keeping records accurate in Salesforce and Monday.com

You won't be building registration forms, uploading data or sending campaigns yourself. Those sit with other teams. Your job is making sure it happens, on time and correctly, and that the customer is looked after throughout.

What we're looking for

• Experience in customer success, account management or client delivery, ideally in software, technology or a service business

• Comfortable managing a high volume of accounts and deciding where your attention goes

• Organised and reliable on follow-through. You chase things until they're actually done

• Able to take something technical and explain it simply to a customer

• Confident holding an honest conversation when something has gone wrong

• Happy to be out and about, visiting customers and attending events

• Comfortable with CRM and project management systems. We use Salesforce and Monday.com, and experience of either is useful but not essential

• Events industry experience is welcome but not required. We're equally keen to hear from people outside the industry

Why this role

Most of our revenue comes from customers returning year after year, so looking after them well is the whole game rather than a support function bolted on the side. You'd be joining a customer success team early enough to shape how it works.

Practical

• This is a hybrid role, with time split between working from home and our offices in Wallingford and Birmingham

• Travel is an expected part of the job. Events take place at venues across the UK and our customers are based nationwide, so visiting customers and attending shows is a regular feature of the role rather than an occasional extra, particularly during the busy periods

• A full UK driving licence is useful

• 37.5 hours a week

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.

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