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Pencil is an advertising technology SaaS company leveraging generative AI to transform content creation for brands of all sizes. As Senior Customer Success Manager, you'll own and lead one of the company's largest, high-value enterprise accounts, driving deep adoption, renewal success, and long-term growth. You'll build and maintain strategic relationships across multiple business units, agencies, and departments within your assigned account.
Key responsibilities include designing and executing scalable onboarding and training programs tailored to enterprise clients' needs, using data-led insights to drive adoption and engagement. You'll lead renewal strategy, reduce churn, and increase customer satisfaction metrics (NPS/CSAT). You'll identify and support expansion opportunities in partnership with Account Managers and collaborate with Product, Engineering, and Creative teams to advocate for customer needs and influence product roadmap priorities.
You'll contribute to internal enablement, playbooks, and scalable customer success initiatives that benefit the broader team. You'll actively engage in the Pencil Community, supporting and celebrating customer success stories with GenAI.
Required qualifications include extensive experience in Customer Success, Onboarding, or Implementation within SaaS or creative technology, with a proven track record of improving adoption, retention, and satisfaction across enterprise clients. You should have experience managing or scaling programs across large brands with multiple sub-brands or business units, strong data literacy, and excellent communication and presentation skills. Familiarity with advertising, marketing technology, or generative AI is preferred.
The ideal candidate sees how adoption, engagement, and retention connect to business growth, acts like an owner taking accountability for client outcomes, is driven by impact, and values cross-functional collaboration. Benefits include 25 days PTO plus public holidays with flexible time off, health insurance, monthly wellness and learning stipend, enhanced parental leave, flexible working hours, and on-site access to the customer's New York office for collaboration.
