Customer Success Manager

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.

Position Summary

The Customer Success Manager (CSM) is responsible for delivering an outstanding customer experience across all stages of the customer lifecycle. This role focuses on retention, satisfaction, and growth within our client base, ensuring customers achieve maximum value from JET's products and services. This position is offered on a hybrid bass.

Key Responsibilities

• Customer Success Leadership

  Take the lead on the Customer Success approach to deliver world-class support and account management. Foster a customer-first culture focused on proactive engagement, satisfaction, and long-term retention. Act as an escalation point for complex client issues, ensuring swift and effective resolution. Maintain oversight of all customer success activities to guarantee service quality and consistency. Implement structured feedback loops between customers, product, sales, and operational teams to improve the customer journey.

• Strategic Management & Reporting

  Working with the Commercial Director, develop and execute the annual customer success plan, aligned with JET's strategic and financial objectives. Track key performance indicators (KPIs) for customer satisfaction (NPS), retention, and expansion revenue. Provide regular departmental reporting to the Commercial Director and Senior Leadership Team (SLT), analysing trends and recommending improvement initiatives. Work closely with the Commercial Director, Account Directors and SLT to align customer success strategy with overall sales strategy.

• Customer Retention & Growth

  Identify expansion and cross-sell opportunities within existing accounts, supporting commercial growth. Collaborate with the Sales and R&D teams to support pre-sales engagements, renewals, and onboarding. Drive initiatives that increase adoption, usage, and advocacy of JET's software products. Ensure CRM data integrity, with accurate account and contact management for all customers.

• Process Improvement & Best Practice

  Analyse current processes, identify inefficiencies, and implement improvements to increase scalability and customer value. Develop and maintain internal and client-facing documentation to ensure consistency and knowledge sharing. Introduce and refine SaaS success metrics and processes that promote operational excellence. Apply insights from industry benchmarking to continuously evolve JET's customer success model.

Qualifications and Experience

• Proven experience in Customer Success or Account Management within a SaaS or technology environment.
• Strong people management skills, with experience working across cross-functional teams.
• Demonstrated success in improving customer satisfaction, retention, and revenue growth.
• Excellent understanding of SaaS customer lifecycle management and success metrics.
• Experience in the events industry is highly desirable but not essential.
• Confident in data analysis, performance measurement, and reporting to senior stakeholders.
• Skilled in CRM systems, Microsoft Office (especially Excel), and communication and AI tools.

Personal Characteristics

• A proactive, results-driven leader with a passion for customer success.
• Logical, analytical, and highly organised, with an eye for detail.
• Exceptional communicator, able to influence and collaborate across teams.
• Resilient under pressure with the ability to balance multiple priorities.
• Positive, team-oriented mindset with a willingness to challenge conventional thinking.
• Self motivated, adaptable, and committed to ongoing professional growth.

Why Join JET?

This is an exciting opportunity to lead the evolution of customer success at JET, shaping the team, tools, and strategies that define how we deliver value to clients worldwide. If you thrive in a fast-paced SaaS environment and want to make a measurable impact, we'd love to hear from you.

Equal Opportunity Employer

Jonas Event Technology is an Equal Opportunity Employer. If you need special arrangements for a disability at any stage of the application process or want more information on our Equal Opportunities Policy, please contact HR at or call .