Jellyfish · 1 week ago
Senior Customer Success Manager
Baltimore, MD
Full-time
Hybrid
Mid, Senior Level
$70K/yr - $80K/yr
5+ years expJellyfish is a global digital marketing agency that empowers clients along their digital journey. The Senior Customer Success Manager will lead initiatives to drive client satisfaction and strategic growth by providing direct support, onboarding, and user training for the PencilPro platform.
Marketing & Advertising
Responsibilities
Provide hands-on support to internal teams and external clients, resolving issues and proactively driving engagement. Utilize both Intercom and Slack to log and respond to support calls and issues
Serve as the primary point of contact for key clients, driving engagement, 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 internal teams through best practices. As new PencilPro functionality is released, ensure that we are supporting Pencil (where needed) in building out the appropriate comms to clients and internal users
Assist in implementing Pencil Pro across client teams, ensuring seamless integration into workflows
Gather insights from users to enhance platform adoption and provide feedback to Product teams
Assist the broader CSM team with the deployment of PencilPro and J+ Creative products, including configuring new users, user groups, workflows, and system templates—no coding required. Oversee the setup and tracking of all Pencil Pro workspaces and their corresponding J+WF environments. Manage and maintain Wrike tasks related to Pencil, collaborating with the wider CSM team to adjust configurations as needed
Maintain clear documentation, including FAQs, user manuals, and training materials
Work with cross-functional teams, including Product, Creative, and Sales, to ensure a cohesive customer success strategy
Qualification
Required
5 + years of experience in customer success management in SaaS, or creative technology
Ability to troubleshoot technical issues and escalate when necessary
3+ years of experience conducting product training sessions
Understanding of production workflows
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 working with cross-functional teams
An interest in emerging market tech trends and AI
You'll love getting to know your clients, developing long-lasting relationships and adding value to their business
You'll be great at collaborating with team members to achieve common goals, valuing and respecting diverse contributions
When faced with a problem, you collaborate with the appropriate people to evaluate different options find practical solutions
Benefits
Discretionary annual bonus scheme
401k retirement plan
Healthcare, vision and dental insurance
Short and long-term disability and life cover
Work remotely for up to 60% of your days
Flexible working hours
One paid day each month (2 hours per week) for self-development
Access to Jellyfish Learn
14 weeks of paid leave for primary caregivers
4 weeks of paid leave for secondary caregivers
Company
Jellyfish
Jellyfish | Move Faster. Smarter. Together. We’re an integrated global digital marketing business, reinventing marketing for progressive brands.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Paramjeet Sanghera
Chief Technology Officer
Paul Ballantyne-Mower
Chief Financial Officer, Americas
Recent News
Prolific North
2024-02-22
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