SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Pencil is an advertising technology SaaS company leveraging generative AI to transform content creation for brands of all sizes. As Senior Customer Success Technical Manager, you'll lead one of the company's highest-impact enterprise accounts while helping define scalable customer success practices across the organization.
You'll own the full lifecycle of a major enterprise client relationship, driving adoption, retention, and expansion. This includes designing and executing tailored onboarding and training programs, building strategic relationships across multiple business units and departments, and using data-driven insights to inform customer strategy. You'll lead renewal efforts, reduce churn, and improve customer satisfaction metrics (NPS/CSAT).
Key responsibilities include managing deep account relationships, designing scalable adoption strategies, identifying expansion opportunities in partnership with Account Managers, and collaborating with Product, Engineering, and Creative teams to advocate for customer needs and influence product roadmap priorities. You'll also contribute to internal enablement, develop playbooks, and help build repeatable customer success processes.
You'll report to the Head of Customer Success and act as a thought partner in defining how Pencil delivers customer success at scale. The role requires extensive SaaS or creative technology customer success experience (6+ years minimum), proven track record improving adoption and retention with enterprise clients, strong data literacy, and excellent communication skills. Familiarity with advertising, marketing technology, or generative AI is preferred.
The company offers 25 days PTO plus public holidays with flexible time off, health insurance, monthly wellness/learning stipend, enhanced parental leave, and flexible working hours. On-site access to the customer's New York office is available for collaboration.
