Senior Customer Success Manager

Pencil

Senior Customer Success Manager leading enterprise adoption, renewals, and growth for Pencil’s generative-AI advertising SaaS. Building scalable onboarding, data-led strategies, and customer success programs across complex brand organisations.

Posted 8/7/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Customer Success and Onboarding within SaaS, with a proven ability to drive adoption, retention, and customer satisfaction. Skilled in leveraging data insights to inform strategies and enhance client engagement across enterprise accounts.

Highest-signal resume keywords

Customer Success ManagementData LiteracyOnboarding Program DesignEnterprise Account LeadershipCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessOnboardingImplementationData AnalysisProgram Management

Soft Skills

Relationship BuildingPresentation Skills

Tools & Technologies

SaaSMarketing TechnologyGenerative AI

Industry Keywords

Enterprise ClientsCustomer SatisfactionChurn ReductionNPSCSAT

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Extensive experience in Customer Success, Onboarding, or Implementation within SaaS or creative technology; must have at least 6+ years of 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

Comp & perks

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