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Pencil is an advertising technology SaaS company leveraging generative AI to transform content creation for brands of all sizes. As a Senior Customer Success Manager based in Mexico City, you will own and lead one of Pencil's largest, high-value enterprise accounts, driving deep adoption, renewal success, and long-term growth. You'll design and execute scalable onboarding and training programs tailored to enterprise clients with multiple business units and departments. Working closely with the Head of Customer Success, you'll help build the systems, insights, and practices that ensure every client achieves measurable value from the platform.
Key responsibilities include managing strategic relationships across multiple business units and agencies, driving adoption and engagement using data-led insights, leading renewal strategy to reduce churn and increase customer satisfaction (NPS/CSAT), and identifying expansion opportunities in partnership with Account Managers. You'll collaborate cross-functionally with Product, Engineering, and Creative teams to advocate for customer needs and influence roadmap priorities. Additionally, you'll contribute to internal enablement and playbooks that scale customer success initiatives across the organization, and actively engage in the Pencil Community to support and celebrate customer wins.
You should have 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. Experience managing or scaling programs across large brands with multiple sub-brands is essential. Strong data literacy, excellent communication and presentation skills, and familiarity with advertising, marketing technology, or generative AI are highly valued. The ideal candidate acts like an owner, takes accountability for client outcomes, is driven by impact, and values cross-functional collaboration.
