Senior Customer Success Manager

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.

Job Description

Reporting to the Customer Success 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.

Key Responsibilities:

• Front-Line Support & Training: 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.

• Client Communication & Relationship Management: Serve as the primary contact for main clients, improving 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 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.

• Onboarding & Implementation: Lead Pencil Pro implementation projects, ensuring a smooth onboarding and workflow integration for clients.

• User Adoption & Feedback: 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.

• 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. 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.

• Process & Documentation: 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.

• Collaboration: 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.

• Team Mentorship: 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 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

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 prioritise 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.

💫 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. We also provide £1000 (or equivalent) towards courses for returning primary caregivers to support your transition back into work.

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 [email protected].