Reporting to CSM Director, 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.
As part of the Customer Success team, you will play a pivotal role in driving adoption, client satisfaction, and strategic growth of PencilPro within Jellyfish and across our global client base.
A Customer Success Manager will focus on direct client support, onboarding, and user training, ensuring a smooth transition into the Pencil Pro ecosystem.
You will work closely with clients to drive adoption, provide ongoing support, and gather feedback to enhance the platform experience.

3+ years of experience in customer success management in SaaS, or creative technology.
Ability to troubleshoot technical issues and escalate when necessary.
3+ years of experience conducting product training sessions.
Understanding of production workflows.
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 working with cross-functional teams.
An interest in emerging market tech trends and AI.
Client-facing experience. You'll love getting to know your clients, developing long-lasting relationships and adding value to their business.
Team Collaboration
You'll be great at collaborating with team members to achieve common goals, valuing and respecting diverse contributions.
Problem Solving
When faced with a problem, you collaborate with the appropriate people to evaluate different options and find practical solutions.

You'll be eligible to join our discretionary annual bonus scheme.
Flexible working hours, including afternoon and evening shifts.
Jellyfish contributes to your retiral benefits via Provident Fund (PF) contribution
Jellyfish provides best-in-class group medical insurance & life insurance cover to employees

Customer Success Manager

Key skills