As part of the Customer Success team, you will help improve adoption, client satisfaction, and strategic growth of Pencil Pro within Jellyfish and across our global client base. Reporting to our Customer Success Director, as Senior Customer Success Manager, you will take ownership of two main accounts, leading strategic programs to increase adoption and retention. You will guide complex implementations, mentor junior team members, and collaborate internally to refine customer success strategies and best practices.The salary range for this position is between $100,000-125,000 USD, annually.ResponsibilitiesProvide hands-on support to our teams and external clients, resolving issues and promoting engagement.Serve as the primary contact for main clients by responding to support calls ad issues, promoting engagement, satisfaction, retention and adoption on Pencil and J+ Tech.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. 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 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 CSM team with the deployment of products, including configuring new users, user groups, workflows, and system templates.Oversee the setup and tracking of all Pencil Pro workspaces and their corresponding environments.Manage tasks related to Pencil, collaborating with the wider team to 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.
