Customer Success Manager

About Pencil

Pencil is building a modern advertising technology platform powered by generative AI. Its SaaS product is designed to reshape how content is created, with the goal of making AI a standard tool in advertising while still valuing the role of creative professionals. The company also aims to extend these benefits beyond large brands so that small businesses and independent creators can access the same advantages.

Role overview

As Customer Success Manager, you will take ownership of a major client account and help shape a scalable customer success approach. You will work closely with the Head of Customer Success to create the processes, insights, and operating practices that help customers realize clear, measurable value from Pencil.

Location and attendance

This position is based in New York. Candidates must be able to attend the office at least one day each week.

Responsibilities

• Lead one of the company’s largest enterprise accounts and drive strong product adoption, successful renewals, and long-term account growth.
• Develop strategic relationships across different business units, agencies, and departments.
• Create and run onboarding and training programs that scale well, while adapting the approach for enterprise clients when needed.
• Use data-driven insights to improve engagement and guide customer action plans.
• Own the renewal process, help lower churn, and improve customer satisfaction scores such as NPS and CSAT.
• Work with Account Managers to spot and support expansion opportunities.
• Partner with Product, Engineering, and Creative teams to represent customer needs and shape roadmap decisions.
• Support internal enablement efforts, playbooks, and other scalable customer success initiatives.
• Participate actively in the Pencil community and contribute to customer advocacy around generative AI.

Requirements

• Significant background in Customer Success, Onboarding, or Implementation within SaaS or creative technology.
• Demonstrated success in improving adoption, retention, and satisfaction for enterprise customers.
• Experience handling programs for large brands with multiple sub-brands or business units.
• Strong comfort working with data and turning findings into practical actions.
• Excellent presentation and communication abilities.
• Familiarity with advertising, marketing technology, or generative AI is preferred.
• A proactive mindset with a strong sense of ownership and accountability for customer outcomes.
• Ability to collaborate effectively across teams and build strong working relationships.

Ideal traits

• You understand how adoption, engagement, and retention contribute to business growth.
• You take responsibility for outcomes and for improving the way the team delivers them.
• You focus on high-impact actions that matter to both customers and the business.
• You work well across functions and communicate with clarity and purpose.

Benefits

• 25 days of paid time off plus public holidays, with a flexible time off approach in practice.
• Health insurance or private medical coverage.
• A monthly allowance for wellness, fitness, and learning and development.
• Enhanced parental leave for employees becoming parents through birth, adoption, or surrogacy.
• Access to the customer’s New York office for in-person collaboration and partnership.
• Flexible working hours.