Senior Customer Success Manager

Job Description

Reporting to our Customer Service 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.

This is a hybrid position, based out of our New York or Baltimore offices. The salary range for this position is between $70,000-78,000 USD, annually, and a final offer is dependent on experience.

Responsibilities

• 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.
• Serve as the primary contact for main clients, improving 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 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.
• Lead Pencil Pro implementation projects, ensuring a smooth onboarding and workflow integration for clients.
• 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.
• Assist the broader CSM team with the deployment of PencilPro and J+ Creative products, including configuring new users, user groups, workflows, and system templates.
• Manage Wrike tasks related to Pencil and adjust configurations.
• 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.
• 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.
• 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.
• Experience 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. You seek and implement solutions to streamline and automate processes.
• You'll be great at collaborating with cross-functional team members to achieve common goals, valuing and respecting diverse contributions.