Jellyfish
digital marketing
CustomerSuccessManager
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“Customer Success Manager at Jellyfish. Skills: Customer Success Management, Client Support, Product Training. Provide hands-on support. Serve as primary point of contact”
What You'll Achieve.
increase adoption and retention; driving adoption, client satisfaction, and strategic growth; ensure a smooth transition into the Pencil Pro ecosystem; drive adoption; enhance platform adoption
Industry & Context.
troubleshoot technical issues; evaluate different options and find practical solutions
What They're Looking For.
Must Have
3+ 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, Experience working with cross-functional teams, Client-facing experience
Nice to Have
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
What You'll Do.
Provide hands-on support
Serve as primary point of contact
Demonstrate deep understanding of Pencil Pro
Assist in implementing Pencil Pro
Gather insights from users
Assist with deployment of PencilPro
Maintain clear documentation
Work with cross-functional teams
How You'll Work.
Team & Collaboration
Collaborate with our teams to refine customer success strategies; Collaborate with the wider CSM team; Work with cross-functional teams, including Product, Creative, and Sales; Collaborating with team members to achieve common goals; collaborate with the appropriate people to evaluate different options
Process & Methodology
basic project management methodologies
Full Job 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 challenge the status quo, reinvent media activation, and craft influential stories for our global clients and their customers. Join us in shaping a future where business growth and personal fulfilment go hand in hand. Job Description Reporting to CSM Director, as Customer Success Manager, you will assist one of our clients in the tech travel space, leading programs 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. As part of the Customer Success team, you will play a pivotal role in driving 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. You will work closely with clients to drive adoption, provide ongoing support, and gather feedback to enhance the platform experience. Responsibilities - Front-Line Support & Training: Provide hands-on support to internal teams and external clients, resolving issues and proactively driving engagement. Utilise both Intercom and Slack to log and respond to support calls and issues. - Client Communication & Relationship Management: Serve as the primary point of contact for key clients, driving engagement, satisfaction, retention and adoption on Pencil and J+ Tech. - Product Ex
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