Customer Success Manager
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Job Description
Customer Success Manager ensuring client success and product adoption at Jonas Software. Lead onboarding, training, and facilitate customer advocacy.
Responsibilities:
- Lead the entire customer success lifecycle—from onboarding and training through adoption, optimization, and renewal.
- Deliver hands-on training aligned with the TMS Training Plan, ensuring users can confidently navigate the system and understand core workflows (dispatch, billing, customer management, etc.)
- Develop proactive engagement strategies using platform analytics and customer behavior to detect usage gaps or dissatisfaction trends.
- Serve as the customer’s advocate internally—gathering feedback, sharing insights with Product and Support teams, and influencing the roadmap.
- Identify upsell/cross-sell opportunities based on feature use, business goals, and strategic alignment.
- Partner with clients to streamline business processes through better system configuration, automation features, and custom workflows.
- Contribute to internal knowledge bases, update playbooks, and mentor Customer Success Representatives based on client trends and recurring issues.
Requirements:
- Education: Bachelor’s degree preferred; equivalent experience in SaaS or transportation industry accepted
- Experience: 3+ years in Customer Success, Account Management, or similar client-facing roles (TMS or logistics/SaaS preferred)
- Knowledge: Strong understanding of transportation workflows, CRM tools, customer engagement strategies, and system training best practices
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