Scaled/Digital Customer Success Manager

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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.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
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Colorado, CO
Columbus, OH
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Other US Location
Palm Bay-Melbourne-Titusville
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Tallahassee, FL
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Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • PandasLibraries
    • ReactLibraries
    • AngularFrameworks
    • DjangoFrameworks
    • DockerFrameworks
    • GraphQLFrameworks
    • JupyterFrameworks
    • React NativeFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • TerraformFrameworks
    • Vue.jsFrameworks
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • TableauAnalytics
    • FigmaDesign
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • DriftCRM
    • SalesforceCRM
    • MarketoLead Gen
    • ZoomInfoLead Gen
    • SlackCollaboration
    • ZoomCollaboration

An Insider's view of Jellyfish

What's the biggest problem your team is solving?

Helping engineering leaders improve team outcomes. We think engineering leaders should be data driven when it comes to identifying poor processes, developing a culture of improvement and delivering high quality software. An interesting problem to be working on that can influence teams across many industries and I get to do it with a driven team.

Daniel Boaitey

Software Engineer

How has your career grown since starting at the company?

At Jellyfish, I've gotten to solve technical and operational problems that have grown my career. I started as the first Implementation Engineer and worked with folks across the org to define the implementation function and incorporate it into existing processes. Now, as manager of Onboarding & Implementation, I get to work with a fantastic team.

Sydney Bufkin

Manager, Onboarding & Implementation

What is your vision for the company?

Beyond just creating an exceptional product, my goal is for Jellyfish employees to build on their knowledge and experiences here to found their own companies. I believe in fostering a culture of entrepreneurship and a legacy of “paying it forward.” I hope 15 years from now Jellyfish employees are founders, investors, non-profit CEOs, and more.

Andrew Lau

CEO & Co-Founder

How do you empower your team to be more creative?

As a manager, I empower my team to unleash creativity. By fostering a nurturing environment, embracing diverse work styles, and encouraging change, we generate innovative solutions. Together, we inspire others, push boundaries, and drive the future.

Jevin Koleth

Manager, Customer Success

What are Jellyfish Perks + Benefits

Jellyfish Benefits Overview

Flexible Time Off
Health Benefits
Outings & Events
Retirement Savings Plan
Parental Leave
Commuter Benefits
Health FSA
Dependent Care FSA
Pet Insurance

Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
Hybrid all-hands meeting
In-person revenue kickoff
Employee awards
Flexible work schedule
Remote work program
working in the office is optional
Documented equal pay policy
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Mental health benefits
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
Company equity
Performance bonus
Child Care & Parental Leave
Generous parental leave
Family medical leave
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Hardship benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
$150 annual reimbursement through our Health Insurance
Home-office stipend for remote employees
Meditation space
Mother's room
Professional Development
Job training & conferences
Lunch and learns
Promote from within

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