Customer Success Manager

Role Overview

As a Customer Success Technical Manager at Pencil, you’ll lead by example: managing one of our high-impact accounts, designing scalable adoption strategies, and helping define how we deliver customer success at scale.

What You Will Do

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.

Why It Might Be a Fit

You see how adoption, engagement, and retention all connect to business growth. You act like an owner – you take accountability for client outcomes and for improving how our team delivers them.

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).

Benefits

• 25 days PTO plus public holidays
• Health insurance / private medical cover
• Monthly stipend towards wellness, fitness, and learning and development
• Enhanced parental leave policies
• On-site access to our customer’s New York office for collaboration and partnership
• Flexible working hours