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Pencil is an advertising technology company building a state-of-the-art SaaS product that uses Generative AI to redefine content creation in advertising. The mission is to make AI the default in advertising without replacing creative people, democratizing access for small businesses and creative individuals alongside enterprise brands.
As an Account Manager, Customer Success, you will own the commercial and strategic health of a portfolio of Pencil accounts. You'll be responsible for account trajectory—expansion, renewal, and the strategic narrative of the partnership. Working closely with your Customer Success Technical Manager counterpart (who owns day-to-day platform experience), you'll be the client's advocate, ensuring someone at Pencil is thinking ahead on their behalf.
Key responsibilities include:
- Owning the commercial and strategic health of your account portfolio, building trusted relationships with budget holders and renewal decision-makers
- Building and running account cadence including quarterly business reviews (QBRs), roadmap conversations, and renewal timelines with clear partnership narratives
- Partnering closely with your CST counterpart to ensure seamless handoffs between platform support and account strategy
- Maintaining complete, current, and client-ready account documentation, trackers, and materials as the source of truth
- Proactively identifying and pursuing expansion and upsell opportunities by understanding client goals and usage patterns
Success is measured by account retention and renewal rates, expansion revenue generated, QBR and account plan quality and cadence, client satisfaction/NPS, documentation currency, and proactive stakeholder communication.
You'll thrive here if you're commercially minded but genuinely focused on client success, take end-to-end ownership of accounts, communicate proactively with clear visibility, care about polish in deliverables, and enjoy building real working relationships with internal partners and agency clients.
REQUIREMENTS:
- 3–5 years of experience in customer success, account management, or client-facing commercial roles, ideally in SaaS, advertising, or marketing tech
- Agency experience is essential; must have experience managing 3–7 client accounts simultaneously with strong organizational and account management skills
- Track record of owning renewals and growing accounts, with strong client-facing communication and presentation skills
- Comfortable operating at the account strategy level—thinking in terms of commercial structure and stakeholder relationships rather than platform mechanics
- Experience building and maintaining clear, organized account documentation (trackers, QBR decks, account plans)
- Familiarity with subscription-based business models and genuine curiosity about how generative AI is changing marketing and creative workflows
- Must be located on the East Coast and within the Eastern Time Zone (note: posting states UK Remote but specifies Eastern Time Zone requirement)
