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Pencil is an advertising technology SaaS company leveraging generative AI to transform content creation for brands of all sizes. As Director of Customer Success Partnerships, you will lead strategic enterprise partnerships across EMEA, owning the full post-sale customer relationship and driving adoption, retention, and expansion for Pencil's largest accounts.
You will manage a team of Customer Success Partnerships Managers while leading a cross-functional account pod that includes technical implementation, production, and enablement specialists. Your responsibilities span strategic customer leadership—building executive relationships, conducting quarterly business reviews, and identifying expansion opportunities—alongside operational management of complex implementations and workflow transformations.
Key focus areas include ensuring successful onboarding and adoption, monitoring customer health and platform utilization, identifying operational bottlenecks, and partnering with technical and production teams to scale delivery efficiency. You'll also drive commercial growth by supporting renewals and account expansion, working closely with the commercial team to align customer success strategies with revenue objectives.
The ideal candidate brings extensive experience in customer success, account management, or enterprise SaaS leadership, with a proven track record managing large, complex accounts with multiple stakeholders. You should have experience leading cross-functional teams in high-growth environments, building scalable processes, and partnering with technical/implementation teams. Strong executive presence, strategic and operational thinking, and a customer-obsessed mindset are essential. Experience in SaaS, AI, marketing technology, or creative operations is a plus.
You'll thrive in this role if you balance long-term vision with day-to-day execution, lead through collaboration, operate with ownership, and communicate with clarity and transparency. Success is measured by adoption metrics, customer retention and expansion, workflow implementation efficiency, executive satisfaction, team performance, and strategic account growth.
