Customer Success Manager

🕒 August 7

💃 Latin America – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 51%

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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

• Manage one of Pencil’s high-impact enterprise accounts • Design scalable adoption strategies and help define customer-success delivery at scale • Build systems, insights, and practices that ensure clients achieve measurable value from Pencil • Own and lead a high-value enterprise account, driving adoption, renewal success, and long-term growth • Build and maintain strategic relationships across business units, agencies, and departments • Design and execute scalable onboarding and training programs, tailoring approaches for enterprise clients • Drive adoption and engagement using data-led insights • 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 • Work closely with the Head of Customer Success

🎯 Requirements

• Must have at least 6 + years experience in Customer Success, Onboarding, or Implementation within SaaS or creative technology • Experience managing a focused portfolio of 5–10 enterprise accounts with a high-touch, strategic approach to relationship management • 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 anywhere on the East Coast, particularly those within the Eastern Time Zone • Legal right to work and remain in the country in which the candidate intends to work from

🏖️ 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

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