As part of the Customer Success team, you will help increase adoption, client satisfaction, and strategic growth of PencilPro within Jellyfish and across our global client base. A Customer Success Manager will focus on direct client support, onboarding, and user training, ensuring a smooth transition into the Pencil Pro ecosystem. Reporting to our CSO, AI, you will work with clients to increase adoption, provide ongoing support, and gather feedback to enhance the platform experience.The salary range for this position is between 75,000-85,000 USD, annually.Responsibilities:Provide hands-on support to our teams and external clients, resolving issues and promoting engagement.Use both Intercom and Slack to log and respond to support calls and issues.Be the primary contact for main clients, promoting engagement, satisfaction, retention and adoption on Pencil and J+ Tech.Demonstrate an understanding of Pencil Pro and the 'J+ Creative' tech stack's functionality and use cases, guiding clients and our teams through best practices.As new PencilPro functionality is released, ensure that we are supporting Pencil (where needed) in building the appropriate comms to clients and internal users.Help implement Pencil Pro across client teams, ensuring seamless integration into workflows.Gather insights from users to enhance platform adoption and provide feedback to Product teams.Assist the broader CSM team with the deployment of PencilPro and J+ Creative products, including configuring new users, user groups, workflows, and system templates—no coding required.Oversee the setup and tracking of all Pencil Pro workspaces and their corresponding J+WF environments.Manage Wrike tasks related to Pencil, collaborating with the wider CSM team to adjust configurations.Maintain clear documentation, including FAQs, user manuals, and training materials.Work with teams, including Product, Creative, and Sales, to guarantee a cohesive customer success strategy.