Customer Success Manager

Responsibilities

• Develop Deep Relationships: Build strong, trusted-advisor relationships with key stakeholders and executive sponsors for each assigned enterprise account.
• Drive Success Plans: Create and evolve tailored deployment and success plans for each customer, driving execution throughout their lifecycle to retain, strengthen, and expand relationships.
• Master the Product: Develop and maintain a deep understanding of the Jellyfish platform. Deliver deep-dive product demos, map technical workflows, and identify creative use cases to drive adoption.
• Educate & Enable: Lead onboarding and training to ensure durable adoption across teams and functions. Facilitate the training of new users as the Jellyfish footprint expands.
• Keep Regular Checkpoints: Proactively manage customer relationships. Monitor account health, conduct impactful Executive Business Reviews (EBRs), and act decisively if a customer shows signs of churning.
• Partner Cross-Functionally: Collaborate with Account Executives and Managers to unlock expansion opportunities and drive renewals.
• Be the Voice of the Customer: Act as the first line of technical problem-solving for customers. Partner with Product, Engineering, and Forward Deployed teams on the most complex challenges while independently driving resolution for many customer workflows.

What You Need to Excel

• Customer Success Core: Experience with post-sales, pre-sales, or deployment strategy managing complex enterprise relationships in fast-paced, high-growth software companies.
• Empathic Teacher at Heart: Driven by the success of others, able to clearly and thoughtfully explain product concepts to customers and use cases to internal teams.
• Technical Aptitude: Technical Problem Solving: Able to independently investigate customer challenges, diagnose root causes, leverage AI and automation tools, prototype solutions, and partner with engineering when deeper product changes are required.
• Comfort with Ambiguity: Thrives on change, applies logic to undefined situations, and seeks innovative paths beyond the status quo.
• Excellent Organizational Skills: Proactive, collaborative, and results-driven, able to plan and prioritize multiple moving parts.
• The Right Attitude: While experience is great, humility, a performance-driven mindset, and a team-player approach are most important to us. We love to win and have fun—a sense of humor is a must.

What Success Looks Like

• Customers achieve value fast, and Jellyfish becomes indispensable to their growth and innovation.
• Your portfolio maintains stellar retention rates, with natural expansion across enterprise functions.
• You’re the strategic bridge connecting Jellyfish customers with product, engineering, and growth teams.