Customer Success Manager

Jonas Software

. Provide timely and accurate technical assistance to clients via phone, email, live chat, and ticketing systems .

Posted 10/6/2026full-timeRemote • Canada, United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical assistance and troubleshooting for business software, with a strong focus on customer satisfaction and relationship management. Proficient in utilizing CS and CRM tools to enhance user experience and drive operational efficiency.

Highest-signal resume keywords

Technical AssistanceTroubleshooting Software IssuesCustomer Relationship ManagementExperience with SalesforceAnalytical Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business Software SupportCloud-Hosted ApplicationsAI ToolsData InterpretationKnowledge Base Contribution

Soft Skills

Interpersonal SkillsListening SkillsWritten CommunicationOrganizational SkillsSelf-Directed

Tools & Technologies

SalesforceFreshdeskHubSpot

Industry Keywords

ERP SoftwareField Service SoftwareAccounting SoftwarePayroll SoftwareCustomer Experience

Tech Stack

Tools & technologies

CloudERP

About the role

Key responsibilities & impact

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

What you’ll need

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