Customer Success Manager

Pencil

Customer Success Manager driving adoption, renewals, and expansion for Pencil’s generative-AI advertising SaaS platform. Managing enterprise relationships and scalable onboarding across complex brand organisations.

Posted 8/7/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success and Onboarding within SaaS, focusing on driving adoption, retention, and satisfaction for enterprise clients. Proficient in leveraging data insights to inform strategies and enhance customer engagement.

Highest-signal resume keywords

Customer Success ManagementData LiteracyEnterprise Account ManagementOnboarding Program DesignCommunication Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer SuccessOnboardingImplementationData AnalysisRetention StrategiesAdoption StrategiesRenewal StrategyNPSCSATProgram Scaling

Soft Skills

Excellent CommunicationPresentation SkillsRelationship Building

Tools & Technologies

SaaSMarketing TechnologyGenerative AI

Industry Keywords

Enterprise ClientsCustomer EngagementChurn ReductionCustomer SatisfactionStrategic Relationships

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 (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