Senior Customer Success Manager

Jellyfish

. Provide hands-on support to our teams and external clients, resolving issues and growing engagement.

Posted 4/24/2026full-timeLondon • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Provide hands-on support to our teams and external clients, resolving issues and growing engagement. Utilise both Intercom and Slack to log and respond to support calls and issues.
Serve as the primary contact for main clients, improving 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 our teams through best practices. As new PencilPro functionality is released, ensure that we are supporting Pencil (where needed) in building the appropriate comms to clients and internal users.
Lead Pencil Pro implementation projects, ensuring a smooth onboarding and workflow integration for clients.
Gather insights from users to enhance platform adoption and provide feedback to Product teams. Develop and execute strategies to increase usage and adoption across internal teams and clients.
Assist the broader CSM team with the deployment of PencilPro and J+ Creative products, including configuring new users, user groups, workflows, and system templates. Oversee the setup and tracking of all Pencil Pro workspaces and their corresponding J+WF environments. Manage Wrike tasks related to Pencil and adjust configurations.
Maintain clear documentation, including FAQs, user manuals, and training materials. Identify opportunities to improve customer success processes and improve efficiency in onboarding, support, and training.
Guide communication between clients and Product teams, gathering feedback to shape future platform enhancements. Participate in roadmap discussions, advocating for client needs and business opportunities.
Support and mentor Customer Success Managers, providing guidance on best practices and issue resolution.

Requirements

What you’ll need

5 years of experience in customer success, SaaS, or creative technology.
Experience in driving adoption and managing enterprise client relationships.
Experience establishing communication and engagement with prospects to senior stakeholders.
Experience managing complex client onboarding and implementation projects.
Ability to troubleshoot technical issues and escalate when necessary.
Experience conducting product training sessions.
Understanding of production workflows.
Highly 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.
Client-centric - You'll love getting to know your clients, developing long-lasting relationships and adding value to their business.
Analytics & Reporting - You'll be a whizz at using data and market insights to inform decisions and develop business strategies.
Process Improvement - You seek and implement solutions to streamline and automate processes.

Benefits

Comp & perks

You'll be eligible to join our discretionary annual bonus scheme.
Work remotely for up to 60% of your days and shape your day between 8am. and 6:30pm with flexible working hours.
Enjoy 14 weeks of paid leave for primary caregivers and 4 weeks of paid leave for secondary caregivers.
£1000 (or equivalent) towards courses for returning primary caregivers to support your transition back into work.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successSaaStechnical troubleshootingproduct trainingproject managementprocess improvementanalyticsreportingworkflow integrationclient onboarding

Soft Skills

client-centricrelationship buildingcommunicationmentoringorganisational skillsengagementproblem-solvingstrategic thinkingcollaborationfeedback gathering