Customer Success Manager

About the role

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 Expertise: 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. Onboarding & Implementation: Assist in implementing Pencil Pro across client teams, ensuring seamless integration into workflows. User Adoption & Feedback: Gather insights from users to enhance platform adoption and provide feedback to Product teams. Systems Implementation: 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. Process & Documentation: Maintain clear documentation, including FAQs, user manuals, and training materials. Collaboration: Work with cross-functional teams, including Product, Creative, and Sales, to ensure a cohesive customer success strategy. Qualifications 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. 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. Client-facing experience. You'll love getting to know your clients, developing long-lasting relationships and adding value to their business. Team Collaboration - You'll be great at collaborating with team members to achieve common goals, valuing and respecting diverse contributions. Problem Solving - When faced with a problem, you collaborate with the appropriate people to evaluate different options and find practical solutions. Note: We emphasise skills, expertise and behavioural attributes over years of experience and traditional degrees. If you want to join our collaborative team, we invite you to apply today with your resume in English. 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. 💫 Custom Work Environment: Flexible working hours, including afternoon and evening shifts. 🏦 Jellyfish contributes to your retiral benefits via Provident Fund (PF) contribution Jellyfish provides best-in-class group medical insurance & life insurance cover to employees 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 .