Senior Customer Success Manager, AI

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 reinvent media activation, and create influential stories for our global clients and their customers. Join us in shaping a future where business growth and personal fulfillment go hand in hand.

As part of the Customer Success team, you will help improve adoption, client satisfaction, and strategic growth of Pencil Pro within Jellyfish and across our global client base. Reporting to our Customer Success Director, as Senior Customer Success Manager, you will take ownership of two main accounts, leading strategic programs to increase adoption and retention. You will guide complex implementations, mentor junior team members, and collaborate internally to refine customer success strategies and best practices.

The salary range for this position is between $75,000-100,000 USD, annually.

Responsibilities

• Provide hands-on support to our teams and external clients, resolving issues and promoting engagement.
• Serve as the primary contact for main clients by responding to support calls ad issues, promoting engagement, satisfaction, retention and adoption on Pencil and J+ Tech.
• Demonstrate an 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 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 strategies to increase usage and adoption across our teams and clients.
• Assist the broader CSM team with the deployment of products, including configuring new users, user groups, workflows, and system templates.
• Oversee the setup and tracking of all Pencil Pro workspaces and their corresponding environments.
• Manage tasks related to Pencil, collaborating with the wider team to 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.

• Experience with customer success, SaaS, or creative technology.
• Experience driving adoption and managing enterprise client relationships.
• Experience establishing communication and engagement with prospects to senior partners.
• Experience managing complex client onboarding and implementation projects.
• Ability to troubleshoot technical issues and escalate.
• Experience conducting product training sessions.
• Understanding of production workflows.
• Familiarity with AI-driven marketing tools, automation, or creative technology solutions.
• Familiarity with Intercom, Wrike, or similar customer support/project management tools.
• An interest in emerging market tech trends and AI.

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: Grow your career with one paid day each month for self-development with Jellyfish Learn.

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.

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