Customer Success Manager (Gen AI Workflows) at Jellyfishcareers

At Jellyfish, we believe in the power of diverse perspectives and inclusive collaboration. We welcome individuals who excel in collaborative, varied teams and value the unique contributions that each person brings to the table. Jellyfish is a global digital marketing agency; a unique fusion of tech enthusiasts, creative minds, and media and data experts all united to empower our clients along their digital journey. Our commitment to embracing diverse perspectives fuels our innovation and strategies that challenge the status quo, reinvent media activation, and craft influential stories for our global clients and their customers. Join us in shaping a future where business growth and personal fulfilment go hand in hand. Job Description Reporting to the Managing Director, you are here to operationalise Generative AI for enterprise marketing teams. This is not a support ticket role. Your job is to codify, embed, and scale AI workflows using our flagship products: Pencil Pro (Gen AI creative generation) and Share of Model (LLM brand perception & visibility). You will move clients from ad-hoc experimentation to industrial-scale adoption, proving that Gen AI builds brands better, faster, and cheaper. The Products - Pencil Pro: The enterprise-grade Gen AI platform. You will help clients generate on-brand ad creatives, video, and copy at scale, navigating "no-train" clauses, brand safety, and prediction models. - Share of Model (SoM): The new SEO. You will guide clients on how to measure and optimise their brand’s visibility and sentiment across major LLMs (ChatGPT, Gemini, Claude), turning "share of search" into "share of model." Key Responsibilities 1. Codify (Workflow Design) - Architect Gen AI Playbooks: Translate loose client objectives into rigid, repeatable workflows within Pencil Pro. Define exactly how a marketing brief becomes a finished asset using our AI agents. - Insight-to-Action Loops: Operationalise Share of Model data. Don’t just report on LLM sentiment; build workflows where SoM insights directly trigger new creative generation in Pencil. - Governance & Safety: establish the "rules of the road" for client teams, ensuring they leverage enterprise features (data ring-fencing, role-based access) to innovate without risk. 2. Embed (Adoption & Change Management) - Drive Usage, Not Just Logins: embed Pencil Pro into the daily "muscle memory" of creative and media teams. Move them from legacy manual production to AI-assisted creation. - Strategic QA: Act as the strategic layer between the client and the platform. Regularly audit client outputs (ads, copy) to ensure the AI is being prompted effectively to hit brand guidelines. - Stakeholder alignment: Map the client organisation. Secure buy-in from CMOs down to performance marketers. 3. Scale (Growth & ROI) - Prove Value: Deliver ruthless ROI analysis. Show clearly how Gen AI has reduced CPA (Cost Per Action) or slashed production time/costs compared to their old agency model. - Expansion: Identify opportunities to roll out workflows from a single pilot brand to the client’s entire portfolio (Global/Regional expansion). - Product Loop: Aggressively feed Australian market feedback to our product engineering teams to shape the roadmap of Pencil and SoM. Requirements: The World-Class Standard 1. Professional Experience (The Foundation) - 3-5 Years in High-Growth SaaS or AdTech: You have managed enterprise accounts at a top-tier SaaS company, a performance marketing agency, or a digital transformation consultancy. - The "Hybrid" Background: Ideally, you have straddled the line between technology and creative. You understand how a marketing brief is written (Agency side) and how software is deployed (SaaS side). - Proven Retention & Expansion: You don't just "keep" clients; you grow them. You can point to specific examples where you identified an upsell opportunity through usage data and successfully expanded the account. 2. Technical & Product Aptitude (The "Gen AI" Factor) - Workflow Architect: You have a track record of deconstructing messy human processes and rebuilding them into software-defined workflows. You can look at a creative production line and instantly spot where AI agents should be injected. - Prompt Literacy: You possess a sophisticated understanding of how to prompt Large Language Models (LLMs) and diffusion models. You understand the nuance between a "bad output" and a "bad prompt" and can coach clients to fix the latter. - Data-Driven Storytelling: You are comfortable working with unstructured data. You can take "Share of Model" analytics (share of voice, sentiment analysis) and weave them into a coherent strategy that convinces a CMO to shift their budget. 3. Commercial & Strategic Mastery (The "Trusted Advisor") - Challenger Mentality: You are not a "yes" person. You are comfortable challenging a client's outdated thinking. When a client tries to use Pencil Pro like a traditional stock image library, you have the confidence to correct them and steer them toward scalable generation. - Executive Presence: You can hold the room with a CMO one hour and a Creative Director the next. You translate "tokens and context windows" into "speed-to-market and cost-savings" without friction. - Change Management Expert: You understand that Gen AI is a cultural shock. You have experience navigating organisational resistance, training sceptical teams, and turning detractors into champions. Note: We emphasise skills, expertise and behavioural attributes over years of experience and traditional degrees. If you want to join our collaborative team, we invite you to apply today with your resume in English. Additional Information Join Jellyfish and experience a workplace where we prioritise your growth, celebrate your contributions, and empower you to tailor your work environment to suit your needs. Jellyfish confirms you have the right to disconnect from the workplace outside your usual working hours as set out in the internal policy. 💫 Custom Work Environment: Work remotely for up to 60% of your days and shape your day between 8am. and 6:30pm with flexible working hours. Unfortunately, there has been an increase in fake recruiters impersonating Jellyfish and unlawfully using our brand name. If you are unsure if an email with a job offer you have received is genuinely from Jellyfish, or if you suspect any fraudulent activity, please report it to [Upgrade to PRO to see contact].