Customer Success Manager

Jellyfish is a company focused on empowering engineering leaders to align work with strategic business initiatives. They are seeking a Customer Success Manager who will work with a portfolio of enterprise customers to ensure they maximize their use of the Jellyfish platform, driving success and adoption while addressing operational challenges.

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

Requirements:

• Experience with post-sales, pre-sales, or deployment strategy managing complex enterprise relationships in fast-paced, high-growth software companies
• Driven by the success of others, able to clearly and thoughtfully explain product concepts to customers and use cases to internal teams
• Technically proficient and analytical. Comfortable collaborating with engineers and understanding technical workflows or software development
• Thrives on change, applies logic to undefined situations, and seeks innovative paths beyond the status quo
• Proactive, collaborative, and results-driven, able to plan and prioritize multiple moving parts
• While experience is great, humility, a performance-driven mindset, and a team-player approach are most important