Senior Customer Success Manager

Pencil is driving innovation in advertising technology through their state-of-the-art SaaS product that utilizes Generative AI for content creation. The Senior Customer Success Manager will manage high-impact accounts, design scalable strategies, and collaborate with teams to ensure clients achieve measurable value from the product.

Responsibilities:

• Own and lead one of our largest, high-value enterprise accounts, driving deep adoption, renewal success, and long-term growth
• Build and maintain strategic relationships across multiple business units, agencies, and departments
• Design and execute scalable onboarding and training programs, tailoring bespoke approaches where needed for enterprise clients
• Drive adoption and engagement using data-led insights to inform strategy and client actions
• Lead renewal strategy, reduce churn, and increase customer satisfaction (NPS/CSAT)
• Identify and support expansion opportunities in partnership with Account Managers
• Collaborate with Product, Engineering, and Creative to advocate for customer needs and influence roadmap priorities
• Contribute to internal enablement, playbooks, and scalable customer success initiatives
• Actively engage in the Pencil Community, supporting and celebrating customer success with GenAI

Requirements:

• Extensive experience in Customer Success, Onboarding, or Implementation within SaaS or creative technology. Must have at least 6 + years experience
• Proven track record of improving adoption, retention, and satisfaction across enterprise clients
• Experience managing or scaling programs across large brands with multiple sub-brands or business units
• Strong data literacy and ability to translate insights into action
• Excellent communication and presentation skills
• Familiarity with advertising, marketing technology, or generative AI