Customer Success Manager

Jonas Software•Oakville, ON

14d•Remote

About The Position

The Customer Success Manager's primary outcome is to build and manage the customer retention experience, ensuring users are confident, happy, and fully understand and utilize empowOR’s offerings. This role is crucial for strong retention, healthy renewals, and a well-informed, satisfied customer base. This is a net new position that works closely with the Director of Professional Services, SME Coordinator/Manager, and Support Manager to coordinate delivery, surface customer needs, and execute across the customer experience. The role participates in the Management & Leadership Team and Customer Success Management Team meetings. The Customer Success Manager will own the Customer Retention Framework, working with the VP to define customer success operations, including processes, metrics, standards, and strategy.

Requirements

At least 3 years of professional experience in Customer Success or Support related roles
Sound professional judgment in customer-facing situations — able to assess urgency, determine the appropriate response or escalation path, and when to seek additional information
Demonstrated ability to own and drive a customer retention process in a SaaS or software environment
Strong understanding of customer success principles — including CSM process design and health scoring
Experience contributing to repeatable processes and executing defined processes
Comfortable carrying a commercial responsibility — identifying and closing upsell opportunities with existing customers
Excellent written and verbal communication skills
Comfortable analyzing usage and satisfaction data and translating findings into strategy and action
Highly organized and proactive; able to manage multiple customer relationships and workstreams simultaneously
Familiarity with nonprofit organizations and their data and reporting needs
Collaborative and effective working cross-functionally — with professional services, product, support, and sales
Experience with customer communication platforms, CRM tools (HubSpot preferred), and survey tools

Responsibilities

Manage the customer retention strategy end-to-end — including goals, success metrics, and the action plans that bring it to life
Co-create and maintain a structured, repeatable CSM process that defines customer touchpoints, health metrics, intervention triggers, and relationship ownership across the customer base
Own the design and maintenance of customer satisfaction tracking systems (NPS, CSAT, or similar); establish usage-based health monitoring to surface risk early
Own the outbound communication strategy for existing customers — defining cadence, content priorities, and coordination across channels; ensure execution is consistent and on-brand
Coordinate with the VP of Customer Success to ensure the framework aligns with broader organizational strategy and capacity
Identify at-risk customers early using health and usage data; design and execute targeted intervention plans, drawing on the Support Manager and Director of Professional Services as needed
Exercise sound judgment in triaging customer concerns working with the VP of Customer Success to distinguish between issues requiring immediate action, situations to escalate or route to other staff, and requests appropriate for the product backlog
Meet directly with at-risk customers to understand pain points, identify solutions, and connect them with the right resources
Conduct follow-up calls and surveys with a focus on new customers and quiet (low-engagement) accounts
Proactively communicate new features and product improvements to existing customers
Work with the Director of Professional Services to identify and promote value-add educational opportunities — webinars, workshops, office hours — and integrate them into the communication calendar
Regularly analyze and report on satisfaction and retention metrics
Surface recurring customer issues in roadmap conversations and team meetings
Own back-to-base sales to existing customers — including modules, training, and TA — managing upsell opportunity grids and seeing contracts through to close
Identify opportunities for Technical Assistance and Training contracts; coordinate with the Director of Professional Services to bring those to fruition
For technical requests such as custom reports or custom development, capture and enter deal information in HubSpot and hand off to the Reporting & Integration Manager or VP of Product and Development for scope development
Configure newly purchased modules or add-on subscriptions; work with Professional Services and funder compliance staff to ensure appropriate training takes place