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Pencil is an advertising technology SaaS company using Generative AI to redefine content creation in advertising. The company's mission is to democratize AI-powered advertising tools across brands of all sizes, from enterprises to small businesses and creative individuals.
As a Senior Account Manager, Customer Success, you will own the commercial and strategic health of Pencil's most complex accounts—those with layered stakeholders, higher stakes, or agency partners (such as OLIVER and Jellyfish). You will work independently on high-impact issues, mentor newer customer success professionals (CSPs), and help shape how the CSP function operates across the organization.
Key Responsibilities:
- Own a portfolio of higher-complexity or higher-stakes accounts, including those with shared agency partnerships
- Independently resolve complex, cross-functional account issues, escalating only when necessary
- Coordinate with agency-side Account Directors to align client, agency, and Pencil before critical moments (QBRs, renewals, joint events)
- Mentor newer CSPs by reviewing account plans, QBR narratives, and helping them develop their skills
- Identify and build improvements to CSP processes, playbooks, and tooling that benefit the broader team
- Deliver executive-level QBR narratives and strategic communication to senior client stakeholders
Success will be measured by retention and renewal performance on your portfolio, independent resolution of complex issues, effectiveness of agency-partner coordination, visible improvement in mentored CSPs, adoption of process improvements across the team, and client satisfaction.
You will thrive here if you work closely with the wider business to create processes others use, mentor junior team members seriously, navigate multi-party relationships without losing accountability, bring a forward-thinking attitude to evolving products and playbooks, and champion company values in your work.
Requirements:
- 5–9 years of experience in customer success, account management, or strategic client partnership roles, with a track record on complex or enterprise-adjacent accounts
- Agency experience is essential; must have managed 3–7 client accounts simultaneously with strong organizational and account management skills
- Demonstrated experience coordinating multi-party account relationships, including agency or partner-side stakeholders
- Experience mentoring or informally leading other client-facing team members
- History of building or improving processes, playbooks, or documentation that others relied on
- Strong executive-level communication skills and comfort delivering QBR narratives to senior stakeholders
- Must be located on the East Coast and within the Eastern Time Zone
