Note: The job is a remote job and is open to candidates in USA. Pencil is driving innovation in advertising technology through their state-of-the-art SaaS product that utilizes Generative AI for content creation. As a Senior Customer Success Manager, you will manage high-impact accounts, design scalable adoption strategies, and ensure clients achieve measurable value from Pencil.
Responsibilities
- 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
- Design and execute scalable onboarding and training programs, tailoring bespoke approaches where needed for enterprise clients
- Drive adoption and engagement using data-led insights to inform strategy and client actions
- Lead renewal strategy, reduce churn, and increase customer satisfaction (NPS/CSAT)
- Identify and support expansion opportunities in partnership 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
- Actively engage in the Pencil Community, supporting and celebrating customer success with GenAI
Skills
- Extensive experience in Customer Success, Onboarding, or Implementation within SaaS or creative technology
- 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
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.
Company Overview
Pencil is a creative AI platform that generates ads predicted to win. It was founded in 2018, and is headquartered in Singapore, Central Region, SGP, with a workforce of 51-200 employees. Its website is https://www.trypencil.com/.