Job Description, Responsibilities & Requirements
About the Position
Customer Success Manager
Location: Remote - US
Employment Type: Full time
Department: Customer Success
Compensation: Estimated OTE $150K – $170K
The posted range represents the possible base pay for this role. Actual compensation will depend on your experience, skills, role scope, and alignment with the position. Some postings may include more than one salary band to reflect different levels.
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.
Requirements
- 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.
About the Company
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 ownership, high velocity, and low-ego collaboration. We believe a diverse team builds the best company. Jellyfish welcomes people from all backgrounds and especially encourages applicants from groups underrepresented in the software industry.
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 is the leading intelligence platform for AI-Integrated engineering, helping more than 1,000 companies including DraftKings, Keller Williams and Blue Yonder, leverage AI to transform how they build software. By combining the industry’s deepest engineering dataset with context-rich intelligence, Jellyfish helps R&D organizations understand what’s driving impact, adopt proven industry best practices, and make smarter decisions across AI adoption, planning, delivery, and engineering performance.