Senior Customer Success Manager

At Jellyfish we believe that our individual differences are our greatest assets. We are passionate about empowering every employee to reach their full potential and contribute their unique perspectives to our collaborative environment. We are an equal opportunity employer and firmly believe that a diverse and inclusive workforce drives innovation and leads to better solutions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other personal characteristics that make them who they are.

Jellyfish is a global digital marketing agency; a unique fusion of tech enthusiasts, creative minds, and media and data experts all united to empower our clients along their digital journey. Our commitment to embracing diverse perspectives fuels our innovation and strategies that challenge the status quo, reinvent media activation, and craft influential stories for our global clients and their customers. Join us in shaping a future where business growth and personal fulfilment go hand in hand.

Job Description

The salary range for this position is 70,000 - 80,000 USD per year

Reporting to our Customer Success Director, you'll lead bold, culture-shaping work for iconic brands, creating high-impact visuals across multiple channels. Working within a dynamic, collaborative team, you'll shape the visual language of a world-renowned brand, pushing creative boundaries and inspiring your team to take risks that deliver compelling results. With an understanding of cultural and social trends, you'll develop everything from large-scale campaigns to agile social activations while collaborating with clients, presenting ideas with confidence, and building trust-based relationships.

Responsibilities

As part of the Customer Success team, you will play a pivotal role in driving adoption, client satisfaction, and strategic growth of PencilPro within Jellyfish and across our global client base. A Customer Success Manager will focus on direct client support, onboarding, and user training, ensuring a smooth transition into the Pencil Pro ecosystem. You will work closely with clients to drive adoption, provide ongoing support, and gather feedback to enhance the platform experience.

Key Responsibilities

• Front-Line Support & Training: Provide hands-on support to internal teams and external clients, resolving issues and proactively driving engagement. Utilize both Intercom and Slack to log and respond to support calls and issues.
• Client Communication & Relationship Management: Serve as the primary point of contact for key clients, driving engagement, satisfaction, retention and adoption on Pencil and J Tech.
• Product Expertise: Demonstrate a deep understanding of Pencil Pro and the 'J Creative' tech stack's functionality and use cases, guiding clients and internal teams through best practices. As new PencilPro functionality is released, ensure that we are supporting Pencil (where needed) in building out the appropriate comms to clients and internal users.
• Onboarding & Implementation: Assist in implementing Pencil Pro across client teams, ensuring seamless integration into workflows.
• User Adoption & Feedback: Gather insights from users to enhance platform adoption and provide feedback to Product teams.
• Systems Implementation: Assist the broader CSM team with the deployment of PencilPro and J Creative products, including configuring new users, user groups, workflows, and system templates—no coding required. Oversee the setup and tracking of all Pencil Pro workspaces and their corresponding J WF environments. Manage and maintain Wrike tasks related to Pencil, collaborating with the wider CSM team to adjust configurations as needed.
• Process & Documentation: Maintain clear documentation, including FAQs, user manuals, and training materials.
• Collaboration: Work with cross-functional teams, including Product, Creative, and Sales, to ensure a cohesive customer success strategy.
  
  

Qualifications

• 5 years of experience in customer success management in SaaS, or creative technology.
• Ability to troubleshoot technical issues and escalate when necessary.
• 3 years of experience conducting product training sessions.
• Understanding of production workflows.
• Organised With awareness of basic project management methodologies.
• Familiarity with AI-driven marketing tools, automation, or creative technology solutions.
• Familiarity with Intercom, Wrike, or similar customer support/project
• management tools.
• Experience working with cross-functional teams.
• An interest in emerging market tech trends and AI.
• You'll love getting to know your clients, developing long-lasting relationships and adding value to their business.
• You'll be great at collaborating with team members to achieve common goals, valuing and respecting diverse contributions.
• When faced with a problem, you collaborate with the appropriate people to evaluate different options find practical solutions.
  
  

Note: We emphasise skills, expertise and behavioural attributes over years of experience and traditional degrees. If you want to join our collaborative team, we invite you to apply today with your resume in English.

Additional Information

Join Jellyfish and experience a workplace where we prioritize your growth, celebrate your contributions, and empower you to tailor your work environment to suit your needs

💰Reward: You'll be eligible to join our discretionary annual bonus scheme and 401k retirement plan.

🏥 Healthcare plans: Have peace of mind with our healthcare, vision and dental insurance, plus short and long-term disability and life cover.

💫 Custom Work Environment: Work remotely for up to 60% of your days and shape your day between 8am. and 6:30pm with flexible working hours.

📈 Growth, Your Way: Accumulate one paid day each month (2 hours per week) for self-development and access to Jellyfish Learn.

👪 Family Support: Enjoy 14 weeks of paid leave for primary caregivers and 4 weeks of paid leave for secondary caregivers.

All your information will be kept confidential according to EEO guidelines.

Unfortunately, there has been an increase in fake recruiters impersonating Jellyfish and unlawfully using our brand name. If you are unsure if an email with a job offer you have received is genuinely from Jellyfish, or if you suspect any fraudulent activity, please report it to talentacquisition@jellyfish.com.