Senior 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. 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. Capability Overview In Creative and Experience we embed Gen AI at our core to create, adapt, connect and optimise award-winning content at scale. In 150+ markets. For the world’s leading brands. Our creative model combines tech-driven ideation with human-generated social creativity, connecting all 400 creative and experienced experts across the globe, powered by the integration of Pencil Pro. AI Studios is where creative talent supercharges Jellyfish’s market-leading experience in content, production, transcreation and localisation generating content at scale and our most dynamic, diverse, and inspiring talent forms the award-winning Creative Collective, focusing on human-generated social creative with cultural relevance that can live on any platform or medium. Creating end-to-end solutions that bring audience expectations and platform algorithms together with relevance, clarity and cultural resonance. 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 n…