Offer summary

Qualifications:

Proven experience in customer success or a related field., Strong problem-solving skills and ability to build relationships., Excellent communication skills, both verbal and written., Familiarity with Transportation Management Systems (TMS) is a plus..

Key responsibilities:

Serve as the primary point of contact for a portfolio of customers.

Onboard new clients and conduct product training sessions.

Monitor account usage and identify risks or opportunities for improvement.

Collaborate with internal teams to advocate for customer needs and track success metrics.

Job description

Job Description:

We’re seeking a proactive and personable Customer Success Representative to join our team and support users of our Transportation Management System (TMS). This role is ideal for someone who excels at relationship-building, problem-solving, and ensuring customers get the most value from our platform. You’ll be the front line of communication for clients, guiding them through onboarding, training, and day-to-day questions while collaborating closely with our support and implementation teams.

About the Role

As a Customer Success Representative, you’ll serve as a trusted partner for our clients post-implementation. You’ll help maximize platform adoption, troubleshoot non-technical issues, monitor account health, and ensure long-term satisfaction. You’ll become an expert on our product and our customers’ needs, helping them optimize their operations using our TMS.

Key Responsibilities

• Act as the primary point of contact for a portfolio of customers

• Onboard new clients and deliver product training sessions

• Proactively monitor account usage and identify risks or opportunities

• Respond to customer inquiries related to usage, workflows, or best practices

• Escalate complex technical issues to Tier 2 support or the implementation team

• Maintain clear documentation of customer interactions and solutions provided

• Track and report on key customer success metrics (retention, NPS, adoption)

• Collaborate with the Account Manager on upsell and renewal conversations

• Gather feedback and advocate for customer needs with internal teams

#LI-PP1

Business Unit:

Tracx

Scheduled Weekly Hours:

37.5

Number of Openings Available:

Worker Type:

Regular

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

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