Customer Success Manager

At Jellyfish we believe that our individual differences are our greatest assets. We are passionate about empowering every employee to reach their full potential and contribute their unique perspectives to our collaborative environment. We are an equal opportunity employer and firmly believe that a diverse and inclusive workforce drives innovation and leads to better solutions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other personal characteristics that make them who they are.

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

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.

Responsibilities

• Provide hands-on support to our teams and external clients, resolving issues and promoting engagement.

• 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.

• Help with 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 strategies to increase usage and adoption across our teams and clients.

• Assist the broader team with the deployment of PencilPro and J+ Creative products, including configuring new users, user groups, workflows, and system templates.

• 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.

• Troubleshoot technical issues and escalate.

• Participate in roadmap discussions, advocating for client needs and business opportunities.

Qualifications

• 3+ years of experience with customer success, SaaS, or creative technology.

• 3+ years of experience driving adoption and managing enterprise client relationships.

• Experience managing complex client onboarding and implementation projects

• Experience conducting product training sessions and balancing a book of business with awareness of basic project management methodologies.

• Understanding of production workflows.

• Familiarity with AI-driven marketing tools, automation, or creative technology solutions

• An interest in emerging market tech trends and AI.

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.

💰 Savings fund: You'll save 5% of your monthly income and Jellyfish will contribute the same amount you save to your savings fund.

💫 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.

🏥 Health Insurance: We provide a private health insurance policy that includes visual and dental plan coverage.

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.