Company Description

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.

Job Description

As part of the Customer Success team, you will help increase adoption, client satisfaction, and strategic growth of PencilPro within Jellyfish and across our global client base. A Customer Success Manager will focus on direct client support, onboarding, and user training, ensuring a smooth transition into the Pencil Pro ecosystem. Reporting to our CSO, AI, you will work with clients to increase adoption, provide ongoing support, and gather feedback to enhance the platform experience.

The salary range for this position is between 75,000-85,000 USD, annually.

Responsibilities:

• Provide hands-on support to our teams and external clients, resolving issues and promoting engagement.
• Use both Intercom and Slack to log and respond to support calls and issues.
• Be the primary contact for main clients, 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.
• Help implement 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 Wrike tasks related to Pencil, collaborating with the wider CSM team to adjust configurations.
• Maintain clear documentation, including FAQs, user manuals, and training materials.
• Work with teams, including Product, Creative, and Sales, to guarantee a cohesive customer success strategy.

Qualifications

• Experience customer success, SaaS, or creative technology.
• Client-facing skills Experience communicating the value of the product and its features to customers.
• Troubleshoot technical issues and escalate.
• 2+ years of experience conducting product training sessions.
• Understanding of production workflows.
• 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.
• An interest in emerging market tech trends and AI.

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 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 and access to LinkedIn Learning with unlimited online courses.

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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