Customer Success Representative

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Cornerstone provides comprehensive billing services and powerful account management software for security alarm dealers nationwide. Our tailored solutions streamline operations and enhance efficiency for life safety companies. We are a small but close-knit team focused on collaboration and constant improvement.

Customers rely on you to provide reactive support, proactive success initiatives, and cross‑functional collaboration to ensure satisfaction and retention.

Reactive Support & Troubleshooting:

• Act as a primary point of contact for customer inquiries, providing timely, effective support across a range of product functionalities (e.g., billing, integrations, mobile app, alarm payments, inventory management, etc.).
• Troubleshoot and resolve technical issues while ensuring clear, empathetic communication and accurate documentation.
• Own customer conversations end‑to‑end, escalating when appropriate but maintaining responsibility for follow‑through and resolution.

Proactive Success & Enablement:

• Deliver product training and guidance, ensuring customers are confident and equipped to succeed with our platform.
• Share best practices and updates on new features to drive customer adoption and product value.
• Monitor customer activity and engagement data to identify potential risks or opportunities for expansion, offering timely and tailored interventions.
• Highlight trends or patterns in customer feedback that inform improvements to our products, processes, and resources.

Cross‑Functional Collaboration & Customer Advocacy:

• Collaborate with product and sales teams to share customer insights and advocate for customer needs in roadmap planning and product development.
• Contribute to the development and maintenance of internal and customer‑facing documentation, including training materials and knowledge base articles.
• Help foster a collaborative team culture by sharing insights, offering peer support, and helping to refine processes.

• At least 2 years of customer‑facing experience, including roles that require troubleshooting, client communication, or product education (e.g., Customer Success, Technical Support, Training, or Implementation).
• Strong technical problem‑solving skills, with the ability to learn and explain intricate tools or workflows.
• Demonstrated ownership of customer interactions, including proactive follow‑up and accountability for outcomes.
• Excellent verbal and written communication skills—able to translate technical concepts into clear, customer‑friendly language.
• A systems thinker who sees connections across processes, anticipates downstream impact, and considers the broader customer experience.

• Exposure to SaaS environments or other technical product ecosystems.
• Experience using CRM or ticketing tools.
• Interest in a long‑term career in Customer Success, Customer Experience, or Support leadership.

• Customer Focus – Builds strong customer relationships and delivers customer‑centric solutions.
• Problem Solving – Analyzes problems and implements effective solutions.
• Communicates Effectively – Delivers information in a clear, engaging, and empathetic way.
• Interpersonal Savvy – Relates well to all kinds of people, builds rapport, and adjusts communication style as needed.
• Learning on the Fly – Quickly grasps new concepts, tools, and processes when facing unfamiliar situations.

• A collaborative, values‑driven team environment where your voice and ideas matter.
• Competitive salary and benefits package, including health, dental, vision insurance, 401(k) matching, and paid time off.
• Professional development opportunities.
• Opportunity to make a significant impact.

Cornerstone Billing Solutions

Scheduled Weekly

Hours:

37.5

Number of Openings Available: 1

Worker Type: Regular

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,…