Senior Customer Success Technical Manager

🕒 August 7

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 22%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Pencil

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🤖 Artificial Intelligence

📣 Marketing

🤝 B2B

💰 $2.8M Seed Round - Pencil on 2020-04

Artificial Intelligence • Marketing • B2B

Pencil is an AI-driven creative platform for marketers and brands. It uses generative artificial intelligence to produce ad creative (images and video) and concept variations designed for performance marketing and e-commerce advertisers, helping teams scale creative production and test many ad variants quickly. Pencil is positioned as a B2B tool for marketing teams and agencies.

📋 Description

• Lead by example while managing one high-impact account • Design scalable adoption strategies • Help define how customer success is delivered at scale • Work closely with the Head of Customer Success to build systems, insights, and practices that ensure measurable client value • Own and lead one of the largest, high-value enterprise accounts, driving 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 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 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 • Engage in the Pencil Community, supporting and celebrating customer success with GenAI

🎯 Requirements

• 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 • Familiarity with advertising, marketing technology, or generative AI (preferred) • Strong preference for candidates based in New York or on the East Coast, particularly within the Eastern Time Zone

🏖️ 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