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Jellyfish is a global digital marketing agency blending tech expertise, creative talent, and data specialists to drive client success in the digital space. As a Customer Success Manager reporting to the CSM Director, you'll support a tech travel client by leading adoption and retention programs for PencilPro, a creative technology platform.
You'll serve as the primary point of contact for key clients, providing hands-on support through onboarding, training, and ongoing engagement. Your responsibilities include front-line support via Intercom and Slack, resolving technical issues, and proactively driving user adoption. You'll demonstrate deep product expertise in PencilPro and the J+ Creative tech stack, guiding both internal teams and external clients through best practices and new feature releases.
Implementation work includes configuring users, user groups, workflows, and system templates in PencilPro and J+ Creative products—no coding required. You'll oversee workspace setup, manage Wrike task tracking, and maintain documentation including FAQs, user manuals, and training materials. Collaboration is central: you'll work cross-functionally with Product, Creative, and Sales teams to refine customer success strategies and gather user feedback to enhance platform adoption.
The ideal candidate has 3+ years in SaaS or creative technology customer success, with experience conducting product training and troubleshooting technical issues. You should understand production workflows, be organized with basic project management knowledge, and have familiarity with tools like Intercom and Wrike. Experience with AI-driven marketing tools, automation, or creative technology is valued. Above all, you're client-focused, collaborative, and passionate about emerging tech trends.
