Customer Success Manager

We are looking for people with a passion for making our customers successful. In this role, you will work directly with a portfolio of new and existing Enterprise customers, helping them get the most out of Jellyfish. Sitting at the intersection of strategy, customer engagement, product, and technology, you will be their main point of contact—guiding, training, and advising leaders to map out high-impact workflows, drive scaled adoption, and leverage Jellyfish to align their organizations with business goals. Your mission: help us retain every customer as long as possible by driving ongoing success, transforming their biggest operational challenges into durable solutions, and making Jellyfish mission-critical to their operations. 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: Act as the first line of technical problem-solving for customers. Partner with Product, Engineering, and Forward Deployed teams on the most complex challenges while independently driving resolution for many customer workflows. WHAT YOU NEED TO EXCEL - 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: Technical Problem Solving: Able to independently investigate customer challenges, diagnose root causes, leverage AI and automation tools, prototype solutions, and partner with engineering when deeper product changes are required. - 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. WHAT SUCCESS LOOKS LIKE - Customers achieve value fast, and Jellyfish becomes indispensable to their growth and innovation. - Your portfolio maintains stellar retention rates, with natural expansion across enterprise functions. - You’re the strategic bridge connecting Jellyfish customers with product, engineering, and growth teams. ABOUT JELLYFISH This is all about you—but here’s a bit about us. Jellyfish was founded on one big idea: engineering and modern operations are the core of business. Together with our customers, we’ve built a platform that helps the world's most ambitious organizations rethink how work gets done. We empower engineering leaders to align everyday work with strategic business initiatives and provide unmatched visibility into how organizations really operate. We are a talent-dense team valuing extreme own