- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 14 hours ago
- Work mode
- Hybrid
- Eligibility
- Professionals with substantial customer success, onboarding, or implementation experience in SaaS or creative technology, who are based in New York and can work onsite at least one day per week.
- Resume
- Required to apply
Where you'll work
Job description
About the Company
Pencil is an advertising technology company building a modern SaaS platform powered by generative AI. Its goal is to make AI a standard part of advertising while still supporting the work of creative professionals. The team is also focused on helping small businesses and independent creators access this technology, not only major brands.
About the Role
As a Customer Success Manager, you will take ownership of a major account and help shape how customer success is delivered across the business. This role involves creating scalable adoption programs, improving how customers use the product, and partnering with the Head of Customer Success to build repeatable processes, useful insights, and strong service practices that help clients get real value from Pencil.
Location Requirement
This position is based in New York, NY. Applicants must be located in New York and be available to work from the office at least one day each week.
Required Background
The ideal candidate brings substantial experience in customer success, onboarding, or implementation in SaaS or creative technology environments. You should have a proven history of improving product adoption, retention, and customer satisfaction for enterprise accounts, including situations with large brands that operate multiple sub-brands or business units. Strong analytical ability, clear communication, and confident presentation skills are essential. Experience in advertising, martech, or generative AI is an advantage.
What You’ll Do Well Here
You’ll be a strong fit if you understand how adoption, engagement, and retention contribute to growth. Success in this role also requires a strong sense of ownership, a focus on customer and business impact, and a collaborative approach to working across teams.
Key Responsibilities
You will manage one of Pencil’s most important enterprise accounts and focus on driving adoption, renewals, and long-term account growth. This includes building relationships across agencies, departments, and business units; creating onboarding and training programs that can scale; using data to guide engagement strategies; and leading retention efforts by improving NPS and CSAT while lowering churn. You will also work with Account Managers on expansion opportunities, partner with Product, Engineering, and Creative teams to represent customer needs, contribute to playbooks and internal enablement, and participate in the Pencil community around customer success with generative AI.
Benefits
Pencil offers 25 days of PTO plus public holidays, while operating a Flexible Time Off approach. The package also includes health insurance/private medical cover, a monthly allowance for wellness, fitness, and learning and development, enhanced parental leave for birth, adoption, or surrogacy, access to the customer’s New York office for in-person collaboration, and flexible working hours.
Additional Information
The company emphasizes building systems that scale customer success across clients and highlights collaboration as an important part of the role.