Job Description: Customer Success Manager ABOUT US At Fitronics, we create effective, user-friendly software for the sport, health, and fitness industry. Our products are designed to help businesses thrive by enhancing the experiences they deliver to their members. Our mission is to bring people together to solve problems and create opportunities. By fostering a culture of collaboration, continuous learning, and responsibility, we aim to deliver impactful solutions that drive growth and improve lives—both for our clients and the people they serve. We support this mission through three specialist software brands: TRP, CoursePro, and Intelligent Counting. · TRP helps gyms, health clubs, and leisure centres strengthen member engagement and retention. · CoursePro reduces admin for sports course providers and enhances the learning experience for pupils and parents. · Intelligent Counting provides real-time footfall analytics to support smarter operational decisions. From humble beginnings—TRP started as a university project in 2002, and CoursePro was first developed in a Somerset swimming pool office in 2009—we’ve grown into a market leader. Today, we support over 1,200 facilities worldwide, including major UK brands like Parkwood Leisure, Nuffield Health, and Virgin Active. If you’ve ever been a member of a gym or taken your child to swimming lessons, there’s a good chance you’ve already used our software. We are proud to be part of the Jonas Group, a global network of software companies. This gives our team access to valuable shared resources, long-term career opportunities, and a strong emphasis on internal development. Despite our reach, we retain the spirit of a small business: agile, ambitious, and collaborative. Every team member has a voice and the opportunity to make an impact—especially in this role, which focuses on two of our flagship products, TRP and CoursePro. WHAT YOU’LL BE DOING Fitronics is looking to appoint a proactive and strategic Customer Success Manager for a brand-new and exciting opportunity within our growing team. Reporting to the Professional Services Manager, you’ll be an integral member of our Account Management Team, playing a key role in shaping how we support and retain our valued customers. This is a varied and impactful role, focused on fostering long-term customer relationships, increasing product engagement, and driving customer satisfaction. You’ll oversee the full customer journey — from onboarding through to business-as-usual — ensuring clients realise ongoing value from our solutions. You’ll also collaborate closely with internal teams to support contract renewals, resolve any outstanding accounts receivable (AR) matters, and occasionally deliver product training. If you’re passionate about delivering excellent customer outcomes and are eager to help define our approach to Customer Success, we’d love to hear from you. Role Requirements: Support customers through onboarding, ensuring a seamless transition into steady-state operations and continued value realisation Conduct regular account reviews, using data insights to identify improvements and add value to the client experience Develop and embed customer retention strategies, setting clear KPIs and milestones for both the Customer Success team and the wider business Proactively identify customers at risk of churn and create tailored action plans to re-engage them Collaborate with the Contracts team to manage timely contract renewals and ensure continuity of service Work alongside the Finance team to help resolve outstanding accounts receivable (AR) issues with a customer-centric approach Promote deeper product engagement by increasing utilisation across the customer base and delivering occasional tailored training Partner with the Commercial team to identify upselling and cross-selling opportunities for the Account Managers to pursue Act as a point of escalation for complaints, ensuring effective and timely resolutions Work with the Marketing team to highlight customer successes, share case studies, and showcase best practice Champion a customer-first mindset across the business and help drive cultural change that supports retention and growth. Key Skills & Experience: Excellent communicator Analytical and strategic thinker with a clear understanding of business goals Demonstrated experience in Customer Success, ideally within a software or SaaS business Ability to build and maintain positive relationships with customers, colleagues, and third parties Organised, self-motivated, and results-focused, with a positive and proactive attitude Proven track record of reducing customer attrition Previous experience in the leisure industry would be beneficial Familiarity with Zoho or similar CRM tools is advantageous Experience supporting finance or commercial teams on credit control and renewals is a plus Background in driving culture change would be a distinct advantage. WHY JONAS SOFTWARE? Be part of a dynamic and innovative global organisation Competitive compensation and benefits package Opportunities for career growth within our expansive portfolio Join a collaborative environment that champions diversity, equity, and inclusion, creating a space where everyone can excel. WHAT OUR EMPLOYEES SAY ABOUT US See what our employees say about us in the highlights video from our Jonas Annual Business Awards 2023 https://www.jonassoftware.co.uk/insights and our ‘Every Person Matters’ video from our Jonas Annual Business Awards 2024 https://www.jonassoftware.co.uk/why-jonas/people-culture/ ADDITIONAL INFORMATION LOCATION Remote (ability to travel, sometimes at short notice) The position is based in the UK. BENEFITS 25 days annual leave 10 days rolling sick plan, including extended illness pay Pension 5% EE and 4% ER (increases after 3 years to a max of 6%) Life Assurance 4x base salary Private Health Insurance Option to join the CSI Employee Share Purchase Scheme Personal Travel Insurance Cycle to Work scheme Electric/Hybrid Vehicle scheme Discounted gym membership Discounted high street retailer scheme. MUCH MORE THAN A BENEFIT Internal Learning & Development programmes Internal Mentor programme Employee Assistance Program (EAP) and Mental Health First Aiders to support you Jonas Europe & Jonas Global networking events (JABAs, GROW, JSA). Join communities, build networks and collaborate with your colleagues across the Global Group. OUR DEIB COMMITMENT Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated! We strongly encourage applications from candidates of all backgrounds, including those from underrepresented groups such as women, ethnic minorities, people with disabilities, and LGBTQ individuals and we are committed to creating an interview and hiring process that is accessible and inclusive for everyone. FLEX WORKS CULTURE Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees’ wellbeing and helps to provide great places to work. For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours. Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking. Business Unit: Cap2 Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular Career Site: 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. IS THIS YOU?