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Pencil is an advertising technology company building a state-of-the-art SaaS product that harnesses Generative AI to redefine content creation in advertising. The mission is to make AI the default in advertising without replacing creative people, extending access beyond big brands to small businesses and creative individuals.
As an Account Manager, Customer Success, you will own the commercial and strategic health of a portfolio of Pencil accounts. You will be responsible for the account roadmap, relationships with key stakeholders, and ensuring the client understands Pencil's forward-thinking partnership approach. You will work closely with your Customer Success Technical Manager counterpart, who owns the day-to-day platform experience, while you focus on account trajectory: expansion, renewal, and the strategic narrative of the partnership.
Key Responsibilities:
- Own the commercial and strategic health of a portfolio of accounts, building trusted relationships with budget holders and renewal decision-makers.
- Build and run account cadence including QBRs, roadmap conversations, and renewal timelines, creating a clear narrative on partnership direction.
- Partner closely with your CST counterpart to ensure seamless handoffs between platform support and account strategy.
- Maintain complete, current, and client-ready account documentation, trackers, and materials as 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 additional value.
Success is measured by account retention and renewal rates, expansion and upsell revenue, QBR and account plan quality and cadence, client satisfaction/NPS, documentation currency, and proactive stakeholder communication.
You should be commercially minded while maintaining genuine focus on client success, take end-to-end ownership of accounts without waiting to be asked, communicate proactively with clear visibility, care about polish in all client-facing materials, and enjoy building real working partnerships with internal teams and agency partners.
Benefits include 25 days PTO plus public holidays (flexible time off scheme), health insurance/private medical cover, monthly wellness and learning stipend, remote work from anywhere in your home country, enhanced parental leave, and flexible working hours.
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.
