Scaled/Digital Customer Success Manager

Engineering is the core of modern business; join us on our mission to help organizations manage it accordingly. We are looking for a Scaled Customer Success Manager  who has a passion for software, driving value, a strong track record of success, and the ambition to take on a high-impact role in building the foundation of customer success at scale.

Operating Manual. The day-to-day of a scaled customer success manager at Jellyfish. This role is unlike other CS roles, as the Scaled program is in its early stages. Presenting huge opportunity to learn, and influence the customer journey

• Step 1: Kick the day off by checking the stature of customer health and engagement. Has anything drastically changed? Do we need to prioritize or beware of changes?

• Step 2: A Scaled CSM will have multiple customer calls every day— including customer escalations, the path to green sessions, EB engagement calls, or Rollout & Adoption sessions. 

• Step 4: Developing path to greens, or expansion plans for customers, that will be shared with other members of the Account Team.

• Step 3: Scaled CSM will spend a portion of their capacity running innovative strategies to engage with customers. This could be creating content for office hours, hosting webinars, or working on automated email campaigns. 

Let’s talk about responsibilities:

1. Manage a large portfolio of customers, becoming the customer's trusted advisor and product expert.

2. Responsible for mastering Jellyfish's value proposition and proficiently guiding customers on utilizing the platform key use cases.

3. Ensure customers derive value from their investments in Jellyfish, understand our impact on their business, and utilize the full breadth of Jellyfish use cases.

4. You'll host trainings, rollout & adoption working sessions to educate our customers and dig deep into the use cases of Jellyfish.

5. Navigate client accounts to identify and engage with the right VP-level stakeholders

6. Lead the development and execution of 'Path to Green' or 'Save' plans, ensuring you are aligned with our customers' needs and facilitate their return to success.

7. Use data to monitor and identify adoption and utilization trends. Identify areas for improvement and take action in your customer segment.

8. Develop lifecycle email campaigns for customers. Responsible for copywriting, content creation, and email design. 

9. Lead outreach initiatives to drive deeper adoption of Jellyfish among key contacts.

Let’s talk about what you need to excel

• Customer obsessed mindset

• Ability to track and influence customer behavior & health metrics across a portfolio of accounts.

• Team oriented (we before me) and collaborative

• Direct or indirect experience and familiarity with the software development process with a desire to learn more.

• Strong business acumen, history of success owning customer relationships and escalations.

• 2+ years of customer facing experience

• 2+ years of SaaS experience

• 3+ years of experience in Customer Success, Sales, Operations, or Content Marketing

• Proven track record in developing marketing content, written, email copy/design, video, and other.

• Strong presentation skills with multiple stakeholders.

Nice to Have

• Experience with Salesforce

• Experience with a Customer Success tool such as Gainsight

A list of job experiences and qualification requirements is great, but humility, a performance-driven attitude, and a team-player approach are most important to us. We love to have fun and win in the process. We only hire people who have a passion for building great companies in an environment where a sense of humor is a must.

Applicants must be authorized to work for Any employer in the US. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Let’s talk about us!

This is all about you, but you want to know a little about us. Jellyfish was started in 2017 as a team of three with one big idea: engineering is the core of modern business, so let’s create and manage it that way!  With the help of our customers, we have built the first Engineering Management Platform, providing visibility into engineering organizations, their work, and how they operate. We enable leaders to align engineering decisions with business initiatives and deliver the right software efficiently and on time. 

We believe that it takes a diverse team to build the best company we can. Jellyfish welcomes people from all backgrounds and especially encourages applications from members of groups underrepresented in the software industry.