Customer Success Manager

Role Overview

As a Customer Success 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

You’ll own and lead one of our largest, high-value enterprise accounts, driving deep adoption, renewal success, and long-term growth. You’ll also build and maintain strategic relationships across multiple business units, agencies, and departments.

Why It Might Be a Fit

You’ll thrive here if you see how adoption, engagement, and retention all connect to business growth, act like an owner, and focus on what moves the needle for customers and the business.

Requirements

• Extensive experience in Customer Success, Onboarding, or Implementation within SaaS or creative technology
• At least 6 + years experience
• Experience managing a focused portfolio of 5–10 enterprise accounts
• 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