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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 a Customer Success Partnerships (CSP) Manager, you will own the commercial and strategic health of a portfolio of Pencil accounts. You are responsible for the account roadmap, relationships with key stakeholders, and ensuring the client has confidence that Pencil is thinking strategically ahead on their behalf. You will work closely with a Customer Success Technician (CST) counterpart who owns the day-to-day platform experience; you own the account trajectory: expansion, renewal, and the strategic narrative about where the partnership is heading.
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 quarterly business reviews (QBRs), roadmap conversations, and renewal timelines, creating a clear narrative on partnership direction and value.
- Partner closely with your CST counterpart to ensure seamless handoffs between platform support and account strategy; support patterns inform your account plan, and your strategy shapes CST priorities.
- Maintain complete, current, and client-ready account documentation, trackers, and materials; serve 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 revenue generated, QBR and account plan quality and cadence, client satisfaction/NPS, documentation currency, and proactive stakeholder communication.
You thrive in this role if you are commercially minded while genuinely focused 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 relationships with internal partners and external agencies.
REQUIREMENTS:
- 3–6 years of experience in customer success, account management, or client-facing commercial roles, ideally in SaaS, advertising, or marketing tech.
- 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.
