Senior Customer Success Manager

Jellyfish; New York (NY); Hybrid; USD 70,000 - 78,000; Full time

Benefits offered by this job

Discretionary annual bonus

401k retirement plan

Healthcare plans

Remote work up to 60% of days

Flexible working hours

14 weeks paid parental leave (primary)

Job summary

Jellyfish, a global digital marketing agency, seeks a Senior Customer Success Manager to lead strategic plans for Pencil Pro adoption and retention across enterprise clients. You will manage main accounts, guide implementations, and mentor junior team members in a hybrid role based in New York or Baltimore.

Reporting to the Customer Service Director, collaborate with Product, Sales, and Creative teams to ensure client success and scalable onboarding.

Qualifications

• 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 escalation 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.
• Experience 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.
• You'll seek and implement solutions to streamline and automate processes.
• You'll be great at collaborating with cross‑functional team members to achieve common goals, valuing and respecting diverse contributions.

Responsibilities

• 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.

Skills

Customer success

SaaS

Enterprise relationships

Analytics & reporting

Cross-functional collaboration

Problem solving

Tools

Intercom

Wrike

Job description

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.

At Jellyfish, we believe in the power of diverse perspectives and inclusive collaboration. We welcome individuals who excel in collaborative, varied teams and value the unique contributions that each person brings to the table.

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.

Capability Overview

In Creative and Experience we embed Gen AI at our core to create, adapt, connect and optimise award-winning content at scale. In 150+ markets. For the world’s leading brands. Our creative model combines tech-driven ideation with human-generated social creativity, connecting all 400 creative and experienced experts across the globe, powered by the integration of Pencil Pro. AI Studios is where creative talent supercharges Jellyfish’s market-leading experience in content, production, transcreation and localisation generating content at scale and our most dynamic, diverse, and inspiring talent forms the award-winning Creative Collective, focusing on human-generated social creative with cultural relevance that can live on any platform or medium. Creating end-to-end solutions that bring audience expectations and platform algorithms together with relevance, clarity and cultural resonance.

Job Description

Reporting to our Customer Service Director, as part of the Customer Success team, you will help drive adoption, client satisfaction, and strategic growth of Pencil Pro within Jellyfish and across our global client base. A Senior Customer Success Manager takes ownership of main accounts, leading strategic plans to increase adoption and retention. You will guide complex implementations, mentor junior team members, and collaborate with our teams to refine customer success strategies and best practices.

This is a hybrid position, based out of our New York or Baltimore offices. The salary range for this position is between $70,000-78,000 USD, annually, and a final offer is dependent on experience.

Responsibilities

• 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.

Qualifications

• 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 escalation 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.

• Experience 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.

• You seek and implement solutions to streamline and automate processes.

• You'll be great at collaborating with cross‑functional team members to achieve common goals, valuing and respecting diverse contributions.

Note: We emphasise skills, expertise and behavioural attributes over years of experience and traditional degrees.

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.

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.