Senior Customer Success Manager

About Pencil

Pencil is pioneering advances in advertising technology with a cutting-edge SaaS platform powered by Generative AI. Our goal is to make AI the standard tool in advertising, complementing creative professionals rather than replacing them. We strive to make this technology accessible not only to large brands but also to small businesses and individual creators.

Role Overview

We are seeking a Senior Customer Success Manager to spearhead the management of one of our key high-value enterprise clients. In this role, you will craft scalable strategies to encourage product adoption and collaborate with our Head of Customer Success to build efficient systems and processes that maximize client value from Pencil’s solutions.

Key Responsibilities

• Manage and lead a major enterprise account, ensuring deep product adoption, successful renewals, and sustainable growth.
• Develop and nurture strategic partnerships across various business units, agencies, and departments.
• Create and implement scalable onboarding and training programs, tailoring customized solutions for enterprise clients as required.
• Utilize data-driven insights to enhance adoption strategies and client engagement.
• Oversee renewal processes to minimize churn and improve customer satisfaction metrics like NPS and CSAT.
• Collaborate with Account Managers to identify and pursue opportunities for account expansion.
• Partner with Product, Engineering, and Creative teams to represent customer interests and influence the product roadmap.
• Contribute to the development of internal training materials, playbooks, and scalable customer success initiatives.
• Engage actively with the Pencil community to foster and share successes using generative AI technologies.

Qualifications and Skills

• Minimum of six years’ experience in Customer Success, Onboarding, or Implementation roles within SaaS or creative technology industries.
• Demonstrable success in increasing product adoption, client retention, and customer satisfaction among enterprise customers.
• Experience managing or scaling initiatives for large brands involving multiple sub-brands or divisions.
• Strong data analysis skills with the ability to convert insights into practical actions.
• Excellent communication and presentation abilities.
• Prior knowledge or interest in advertising, marketing technology, or generative AI is preferred.

Ideal Candidate Attributes

• Understands the relationships between adoption, customer engagement, retention, and overall business growth.
• Exhibits ownership by taking responsibility for client outcomes and continuously improving team delivery methods.
• Passionate about driving impactful results that advance customer and company goals.
• Values teamwork and builds effective cross-functional communication and collaboration.

Benefits

• Generous leave policy including 25 days of paid time off plus public holidays under a Flexible Time Off scheme.
• Comprehensive health insurance and private medical coverage.
• Monthly allowances dedicated to wellness, fitness, and professional development.
• Enhanced parental leave policies for all paths to parenthood including birth, adoption, and surrogacy.
• Access to our client’s New York office for collaboration opportunities.
• Flexible working hours to support work-life balance.