Senior Account Manager, Customer Success

Pencil is an advertising technology company developing a SaaS product that uses Generative AI to transform content creation. The Senior Account Manager, Customer Success will own the commercial and strategic health of complex accounts, resolve cross-functional issues, coordinate with agency partners, mentor newer customer success professionals, and improve team processes and tooling.

Responsibilities:

• Own the commercial and strategic health of a portfolio of higher-complexity or higher-stakes accounts, including those with agency partners sharing the account
• Independently resolve complex, cross-functional account issues, escalating only when something is genuinely outside your authority to fix
• Coordinate with agency-side Account Director counterparts so client, agency, and Pencil are aligned before key moments — QBRs, renewals, and joint client events
• Mentor and be a go-to resource for newer CSPs, reviewing their account plans and QBR narratives and helping them level up
• Identify and help build improvements to CSP processes, playbooks, and tooling that benefit accounts beyond your own portfolio

Requirements:

• Candidates must be located on the East Coast and within the Eastern Time Zone
• 5-9 years of experience in customer success, account management, or strategic client partnership roles, with a track record on complex or enterprise-adjacent accounts
• Agency experience is essential
• Candidates must have experience managing 3–7 client accounts simultaneously, with strong organisational and account management skills
• Demonstrated experience coordinating multi-party account relationships, including agency or partner-side stakeholders
• Experience mentoring or informally leading other client-facing team members
• History of building or improving processes, playbooks, or documentation that other people relied on
• Strong executive-level communication skills — comfortable building and delivering a QBR narrative to senior client stakeholders