Director, Customer Success Partnerships

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🔥 0 minutes ago

🇪🇺 Europe – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

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.

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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

• Own the overall customer relationship • Build trusted relationships with executive and operational stakeholders across the client organization • Lead strategic account planning focused on adoption, retention, workflow transformation, and growth opportunities • Drive quarterly business reviews, executive reporting, roadmap discussions, and escalation management • Identify opportunities to deepen Pencil’s value across workflows, business units, and creative operations • Directly manage a team of Customer Success Partnerships Managers • Lead the broader account pod in partnership with dedicated Technical and Production Leads • Align Customer Success, Technical Solutions, Production, Product, and Commercial teams • Establish operating rhythms, accountability structures, and communication processes across the account team • Support coaching, mentorship, and development within the Customer Success organization • Ensure successful onboarding, implementation, workflow adoption, and ongoing customer enablement • Partner with Production and Technical leadership to improve operational scalability and delivery efficiency • Monitor customer health, adoption metrics, workflow performance, and platform utilization • Identify operational bottlenecks and implement scalable solutions • Support enterprise change management and transformation initiatives • Partner with Commercial and Leadership teams to support renewals and account expansion • Identify new use cases, workflows, and strategic growth opportunities • Align customer success strategies with business and revenue objectives • Contribute to enterprise service models and customer engagement frameworks

🎯 Requirements

• Extensive experience in Customer Success, Account Management, Professional Services, or Enterprise SaaS leadership roles • Proven success managing large enterprise or strategic accounts with complex stakeholder structures • Experience leading cross-functional teams in fast-paced, high-growth environments • Strong operational mindset with experience building scalable processes and ways of working • Experience partnering closely with technical, implementation, or production/delivery teams • Strong executive presence and ability to lead strategic customer conversations • Excellent written and verbal communication skills • Commercially minded with a strong customer-first approach • Experience in SaaS, AI, marketing technology, creative operations, or enterprise workflow platforms is a plus • Ability to balance long-term customer vision with day-to-day execution • Ability to bring cross-functional teams together around shared outcomes • Focus on measurable client impact, adoption, and business value • Proactive problem-solving and accountability • Adaptability and ability to navigate ambiguity • Clear and direct communication

🏖️ 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 • Remote - work from anywhere in your home country • Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy • Access to our Pencil office in The Shard, London for UK employees • Flexible working hours