Pencil

Customer Success Manager

• 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

Senior Customer Success Manager

• Lead by example while managing one high-impact enterprise account
• Design scalable customer adoption strategies
• Work closely with the Head of Customer Success to build systems, insights, and practices for scalable customer success
• Own and lead a large, 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, including bespoke approaches for enterprise clients
• Drive adoption and engagement using data-led insights
• Lead renewal strategy, reduce churn, and increase customer satisfaction through 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

• Own and lead one of Pencil’s 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