Account Manager, Customer Success

Pencil is an advertising technology company offering a SaaS product powered by Generative AI to transform content creation. The Account Manager, Customer Success will own the commercial and strategic health of a portfolio of accounts, managing stakeholder relationships, renewals, expansion, account planning, and coordination with Customer Success Technical Managers.

Responsibilities:

• Own the day-to-day commercial and strategic health of a portfolio of accounts, building trusted relationships with the stakeholders who hold the budget and the renewal decision
• Build and run the account's cadence — QBRs, roadmap conversations, and renewal timelines — supporting in helping bring a clear narrative on where the partnership is heading and why
• Partner closely with your CST counterpart so nothing falls in the gap between the platform and the account — support patterns feed your account plan, and your account strategy shapes what CST prioritizes
• Keep account documentation, trackers, and materials complete, current, and client-ready before anything goes out the door — you are the source of truth for your accounts
• Proactively identify and pursue expansion and upsell opportunities by understanding client goals, usage patterns, and where Pencil can create more value
• You're commercially minded but always focused on client success — you can hold both at once
• You take ownership of your accounts end-to-end: you don't wait to be asked, you bring net-new thinking to move things forward
• You communicate proactively and clearly, giving stakeholders visibility before they have to chase you for it
• You care about polish — the decks, trackers, and materials you send a client are complete and considered before they land in an inbox
• You enjoy partnership: you build real working relationships with your CST counterpart and with agency partners like OLIVER, rather than working around them

Requirements:

• Candidates must be located on the East Coast and within the Eastern Time Zone
• 3-5 years of experience in customer success, account management, or client-facing commercial roles
• Agency experience is essential
• Candidates must have experience managing 3–7 client accounts simultaneously, with strong organisational and account management skills
• Track record of owning renewals and growing accounts, with strong client-facing communication and presentation skills
• Comfortable operating one layer up from the tool — thinking in terms of account strategy, commercial structure, and stakeholder relationships rather than platform mechanics
• Experience building and maintaining clear, organized account documentation (trackers, QBR decks, account plans) that clients and internal teams can rely on
• Familiarity with subscription-based business models and a genuine curiosity about how generative AI is changing marketing and creative workflows
• ideally in SaaS, advertising, or marketing tech