Note: The job is a remote job and is open to candidates in USA. Pencil is a SaaS advertising technology company using Generative AI to transform content creation. The Senior Customer Success Technical Manager will manage a high-value enterprise account, drive adoption and renewal success, and develop scalable customer success strategies, onboarding programs, and internal practices.
Responsibilities
- Own and lead one of our largest, high-value enterprise accounts, driving deep adoption, renewal success, and long-term growth
- Build and maintain strategic relationships across multiple business units, agencies, and departments
- Design and execute scalable onboarding and training programs, tailoring bespoke approaches where needed for enterprise clients
- Drive adoption and engagement using data-led insights to inform strategy and client actions
- Lead renewal strategy, reduce churn, and increase customer satisfaction (NPS/CSAT)
- Identify and support expansion opportunities in partnership with Account Managers
- Collaborate with Product, Engineering, and Creative to advocate for customer needs and influence roadmap priorities
- Contribute to internal enablement, playbooks, and scalable customer success initiatives
- Actively engage in the Pencil Community, supporting and celebrating customer success with GenAI
Skills
- • Extensive experience in Customer Success, Onboarding, or Implementation within SaaS or creative technology. Must have at least 6 + years experience
- • Proven track record of improving adoption, retention, and satisfaction across enterprise clients
- • Experience managing or scaling programs across large brands with multiple sub-brands or business units
- • Strong data literacy and ability to translate insights into action
- • Excellent communication and presentation skills
- • Strong preference for candidates based in New York or on the East Coast, particularly within the Eastern Time Zone
- • Familiarity with advertising, marketing technology, or generative AI (preferred)
Benefits
- 25 days PTO plus public holidays, although we operate a Flexible Time Off scheme
- Health insurance / private medical cover
- Monthly stipend towards wellness, fitness, and learning and development
- Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy
- On-site access to our customer’s New York office for collaboration and partnership
- Flexible working hours
Company Overview