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: Work closely with internal Product, Engineering, and Forward Deployed teams to scope prototypes, troubleshoot blockers, and prioritize strategic enhancements requested by customers.

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: Technically proficient and analytical. Comfortable collaborating with engineers and understanding technical workflows or software development.
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.
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.

Customer Success Manager

Key skills