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Salary: USD 70,000 - 78,000 / annual
Jellyfish is a global digital marketing agency combining tech, creative, and data expertise to empower clients' digital journeys. As Senior Customer Success Manager, you'll report to the Customer Service Director and drive adoption, satisfaction, and strategic growth of Pencil Pro—a creative technology platform—within Jellyfish and across the global client base.
You will own main accounts, leading strategic plans to increase adoption and retention. Key responsibilities include providing hands-on support to internal teams and external clients via Intercom and Slack; serving as primary contact for key clients to improve satisfaction and retention; demonstrating deep product knowledge of Pencil Pro and the J+ Creative tech stack; leading implementation projects to ensure smooth onboarding and workflow integration; gathering user insights to enhance adoption and feeding feedback to Product teams; assisting the broader CSM team with product deployment, user configuration, and workspace management; maintaining clear documentation including FAQs and training materials; identifying process improvements in onboarding and support; guiding communication between clients and Product teams; participating in roadmap discussions to advocate for client needs; and mentoring junior Customer Success Managers.
You bring 5+ years of customer success, SaaS, or creative technology experience. You have a track record driving adoption and managing enterprise client relationships, establishing communication with prospects and senior stakeholders, managing complex onboarding and implementation projects, troubleshooting technical issues, conducting product training, and understanding production workflows. You are highly organized, familiar with project management methodologies, and have familiarity with AI technologies. This hybrid role is based in New York or Baltimore.
