--- title: 'Senior Customer Success Manager at Jellyfish' canonical: 'https://feeny.ai/job/senior-customer-success-manager-jellyfish-new-york-fat7rrj2481g' type: 'job' last_seen: '2026-09-11' --- # Senior Customer Success Manager at Jellyfish - **Company:** Jellyfish - **Location:** New York, NY - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-08-26 - **Last confirmed live:** 2026-09-11 - **Apply:** https://jobs.ashbyhq.com/jellyfishcareers/c820fd9e-3be9-4e5b-a283-8d49e2024988 ## Job description 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 new PencilPro functionality is released, ensure that we are supporting Pencil (where needed) in building the appropriate comms to clients and internal users. - Lead 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 and execute strategies to increase usage and adoption across internal teams and clients. - Assist the broader CSM team with the deployment of PencilPro and J+ Creative products, including configuring new users, user groups, workflows, and system templates. - Oversee the setup and tracking of all Pencil Pro workspaces and their corresponding J+WF environments. Manage Wrike tasks related to Pencil and 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. ## Qualifications - 5+ years of experience in customer success, SaaS, or creative technology. - Experience in driving adoption and managing enterprise client relationships. - Experience establishing communication and engagement with prospects to senior stakeholders. - Experience managing complex client onboarding and implementation projects. - Ability to troubleshoot technical issues and escalate when necessary. - Experience conducting product training sessions. - Understanding of production workflows. - Highly 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 developing long-lasting relationships and adding value to their business. - Analytics & Reporting - You'll be a whizz at using data and market insights to inform decisions and develop business strategies. - You seek and implement solutions to streamline and automate processes. - You'll be great at collaborating with cross-functional team members to achieve common goals, valuing and respecting diverse contributions. 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 prioritize 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 and 401k retirement plan. 🏥 Healthcare plans: Have peace of mind with our healthcare, vision and dental insurance, plus short and long-term disability and life cover. 💫 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. 👪 Family Support: Enjoy 14 weeks of paid leave for primary caregivers and 4 weeks of paid leave for secondary caregivers. All your information will be kept confidential according to EEO guidelines. 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. ## About Jellyfish ## Company Overview - **One-liner**: Jellyfish is an integrated global digital marketing business that combines media, creative, and data with the power of Generative AI to help brands move faster and smarter. - **Entity Type**: Private (acquired by The Brandtech Group in 2023) - **Headquarters**: London, United Kingdom - **Founded**: 2005 - **Founders**: Not publicly available ## Core Business - Primary industry: Advertising Services / Digital Marketing - Target customers: B2B, primarily large enterprises and progressive global brands (ecommerce, CPG, entertainment, gaming) - Mission: To reinvent marketing for progressive brands, uniting media, creative, and data through cutting-edge technology and Generative AI. ## Products & Services - **AI Studios**: AI-powered production service that streamlines asset creation, delivering thousands of assets 55% faster using the proprietary AI platform, Pencil. - **Pencil**: An AI platform trained on $2.65B in ad spend and 235,000 AI-generated assets, used for creative preflight testing and optimization. - **Now Next Soon**: AI-powered simulation tool that runs every possible scenario from a media plan in minutes, allowing brands to adjust before committing budget. - **J+ Bidding**: A dynamic in-market ad budgeting system that adjusts in real-time, ensuring every media spend informs the next. - **Share of Model™**: A platform that tracks brand perception on Large Language Models (LLMs), helping optimize messaging and content. - **Social Agents™**: A tool that detects cultural signals in real-time, helping brands stay ahead of trends. - **Switchboard**: A platform that connects creative and media performance data to generate higher-performing campaigns. - **Language Services**: A global team that creates and adapts content for international audiences. ## Market Standing - **Valuation/Market Cap**: Not disclosed (privately held, acquired by The Brandtech Group in 2023) - **Key Metric**: Annual Revenue of GBP 93M (~$118M USD) as of latest data - **Total Funding**: $5.0M (Series A in 2006, led by Clyde Street Investments and Kegonsa Capital Partners) - **Notable Investors/Partners**: The Brandtech Group (parent company), Google (multi-region partnership across GMP, Cloud, and Training), Salesforce (Consulting Partner), Amazon (extensively certified team), Meta (global training, creative, paid social, and analytics) - **Growth Signals**: Employs 1,654 people across 50 countries; operates 35 offices in 17 countries; recent focus on Generative AI with proprietary tools; acquired multiple agencies including Latitude Digital Marketing (2019), Perelview (2019), Quill, and Reamp (2020). ## Competitive Advantages - **Proprietary AI Technology**: The Pencil AI platform is trained on $2.65B in ad spend and 235,000 AI-generated assets, giving it a unique data advantage. - **Deep Platform Partnerships**: Decade-long, multi-region Google partnership; Salesforce Consulting Partner; extensively certified Amazon team; global Meta partnership. - **Integrated Model**: Combines media, creative, data, and technology under one roof, offering end-to-end campaign management. - **Global Scale**: Presence in 50+ countries with 35 offices, allowing for localized execution with global consistency. - **Speed-to-Market**: AI-driven tools that deliver assets 55% faster and optimize media spend in real-time. ## Strategic Focus - **Generative AI Integration**: Embedding AI across all service lines (media, creative, data) to drive efficiency and performance. - **Platform Ecosystem**: Deepening partnerships with major digital platforms (Google, Meta, Amazon, Salesforce) to stay ahead of platform changes. - **Brand Safety in AI Era**: Developing tools like Share of Model™ to help brands understand and manage their perception on LLMs and AI platforms. - **Talent Development**: Investing in the Jellyfish Academy to nurture diverse new talent and upskill existing employees. ## Why Work Here - **Culture**: Described as "passionate about giving talent a platform to perform," with an emphasis on individual ownership of career progress. The company values are "Move. Faster. Smarter. Together." - **Work Model**: Hybrid work model with 35 offices globally. Some roles are fully remote, others require in-office presence. The company has 29 offices total according to Built In, with a "Hybrid" designation for most roles. - **Notable Perks**: Access to cutting-edge AI tools and technology; opportunity to work with some of the world's biggest brands; global mobility opportunities across 17 countries. - **Engineering Culture**: Focus on proprietary AI platform development (Pencil), data analytics, and marketing technology. Roles include Business Intelligence, Revenue Operations, and Customer Success for Gen AI Workflows. - **Employee Ratings**: 3.2/5.0 on LinkedIn (781 reviews), with Work-Life Balance at 3.6, Culture at 3.2, Compensation at 2.9, and Career Development at 2.8. - **Active Hiring**: 65 active job postings as of latest data, with monthly job posting growth of +32.7%. Recent openings include Account Director, Learning Designer, Motion Designer, Customer Success Manager (Gen AI Workflows), and Business Intelligence roles. ## Sources 1. [jellyfish.com](https://www.jellyfish.com/en-us/) 2. [jellyfish.com/careers](https://www.jellyfish.com/en-us/careers/) 3. [linkedin.com](https://www.linkedin.com/company/jellyfishglobal) 4. [builtin.com](https://builtin.com/company/jellyfish-jellyfishcom) 5. 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