Client Success, Supervisor

Job Description:

Client Success Supervisor

Jonas Club

Markham, ON

THE COMPANY

Gary Jonas Computing Ltd was established in September 1990 with a mandate to be a client-oriented and technology-driven software application company with industry-related professionals. Jonas Software is the leading provider of enterprise management software solutions to the Private and Semi-private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage and Attractions & Leisure, Fitness & Sports industries. Within these independent vertical markets, Jonas boasts 12 distinct brands, all of which are respected and longstanding leaders within their own domain. Jonas’ vision is to be the branded global leader across the aforementioned seven 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 8000 customers worldwide in 15 countries.

The base salary range for this role is between $80,000 - $90,000

POSITION

The Client Success Supervisor leads the day-to-day operations of a team of Client Success Managers, ensuring consistent outbound client engagement, strong retention results, and accurate reporting. This role oversees team performance and development, and also owns key client success processes: dormancy and offboarding, module removals, the credit program intake, and accounts receivable follow-up. The Supervisor reports to the Senior Director, Client Success & Support.

JOB RESPONSIBILITIES:

• Provide day-to-day leadership of the Client Success Managers, setting expectations and keeping the team focused on proactive outbound client engagement and retention.

• Hold regular 1:1s with each Client Success Manager to coach, support, and address challenges.

• Manage team performance, including performance reviews, goal setting, feedback, and development planning.

• Review and approve vacation requests, balancing individual needs with team coverage.

• Monitor weekly activity and performance results, including call activity and outreach outcomes, and address gaps promptly.

• Monitor client attrition, identify trends, and be an escalation point for the Client Success Managers.

• Review team-prepared metrics for accuracy and participate in a monthly reporting review with the Senior Director, Client Success & Support.

• Oversee accounts receivable collections and aging invoices, and meet monthly with the AR team to review the aging report and support collections efforts.

• Administer the credit program by ensuring all credit requests are properly submitted, documented, and recorded for review and approval by the Senior Director, Client Success & Support.

• Oversee module removal requests, including reviewing requests and signing removal agreements in PandaDoc.

• Manage the monthly dormancy process by confirming the correct clients are identified for dormancy and that Client Success Managers complete offboarding accurately and on time.

• Collaborate with Sales to coordinate retention efforts and resolve issues that threaten renewal.

• Step in on escalated or at-risk client conversations when needed.

JOB QUALIFICATIONS:

• 2+ years of experience leading a team, ideally in Client Success, Account Management, or a related client-facing function in SaaS or enterprise software.

• Demonstrated ability to coach, develop, and hold team members accountable to performance standards.

• Strong problem-solving skills, with a track record of bringing solutions rather than problems to leadership.

• Positive, professional attitude and the ability to model it for the team.

• Strong communication skills, both written and verbal.

• Comfort working with reporting, metrics, and operational processes (AR, credits, contracts).

• Familiarity with Salesforce (or another enterprise CRM system).

• Ability to manage competing priorities in a fast-paced environment.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.