Jellyfish

Senior Customer Success Manager

Jellyfish

full-time

Posted on:

Location Type: Hybrid

Location: Baltimore • Maryland • 🇺🇸 United States

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Salary

💰 $70,000 - $80,000 per year

Job Level

Senior

About the role

  • Reporting to our Customer Success Director, you'll lead bold, culture-shaping work for iconic brands, creating high-impact visuals across multiple channels.
  • Shape the visual language of a world-renowned brand, pushing creative boundaries and inspiring your team to take risks that deliver compelling results.
  • Develop everything from large-scale campaigns to agile social activations while collaborating with clients, presenting ideas with confidence, and building trust-based relationships.
  • Drive adoption, client satisfaction, and strategic growth of PencilPro within Jellyfish and across our global client base.
  • Focus on direct client support, onboarding, and user training, ensuring a smooth transition into the Pencil Pro ecosystem.
  • Provide hands-on support to internal teams and external clients, resolving issues and proactively driving engagement.
  • Serve as the primary point of contact for key clients, driving engagement, satisfaction, retention and adoption on Pencil and J+ Tech.
  • 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.
  • Assist in implementing Pencil Pro across client teams, ensuring seamless integration into workflows.
  • Gather insights from users to enhance platform adoption and provide feedback to Product teams.
  • 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.
  • Maintain clear documentation, including FAQs, user manuals, and training materials.
  • Work with cross-functional teams, including Product, Creative, and Sales, to ensure a cohesive customer success strategy.

Requirements

  • 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.
Benefits
  • You'll be eligible to join our discretionary annual bonus scheme and 401k retirement plan.
  • Have peace of mind with our healthcare, vision and dental insurance, plus short and long-term disability and life cover.
  • Work remotely for up to 60% of your days and shape your day between 8am. and 6:30pm with flexible working hours.
  • Accumulate one paid day each month (2 hours per week) for self-development and access to Jellyfish Learn.
  • Enjoy 14 weeks of paid leave for primary caregivers and 4 weeks of paid leave for secondary caregivers.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer success managementproduct trainingtroubleshootingproject management methodologiesproduction workflowsAI-driven marketing toolsautomationcreative technology solutions
Soft skills
relationship buildingcollaborationproblem-solvingcommunicationorganizational skillstrust-buildingengagementclient satisfaction