Customer Success Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Set a positive example while overseeing a significant enterprise account.

• Develop strategies for scalable customer adoption.

• Collaborate closely with the Head of Customer Success to establish systems, insights, and practices that promote scalable customer success.

• Manage and take ownership of a major, high-value enterprise account, focusing on adoption, renewal success, and long-term growth.

• Foster and sustain strategic relationships across various business units, agencies, and departments.

• Create and implement scalable onboarding and training programs, including tailored approaches for enterprise clients.

• Utilize data-driven insights to enhance adoption and engagement.

• Lead the renewal strategy, minimize churn, and boost customer satisfaction through NPS/CSAT metrics.

• Identify and assist in expansion opportunities alongside Account Managers.

• Work with Product, Engineering, and Creative teams to advocate for customer needs and influence roadmap priorities.

• Contribute to internal enablement, playbooks, and scalable customer success initiatives.

• Participate in the Pencil Community, supporting and celebrating customer success with GenAI.

⛳️ Requirements

• Substantial experience in Customer Success, Onboarding, or Implementation within the SaaS or creative technology sectors.

• Demonstrated success in enhancing adoption, retention, and satisfaction for enterprise clients.

• Experience in managing or scaling programs across large brands with various sub-brands or business units.

• Strong data literacy with the ability to convert insights into actionable strategies.

• Exceptional communication and presentation abilities.

• Knowledge of advertising, marketing technology, or generative AI is preferred.

🏝️ Benefits

• 25 days of PTO in addition to public holidays, with a Flexible Time Off scheme in place.

• Health insurance and private medical coverage.

• Monthly stipend for wellness, fitness, and learning and development.

• Enhanced parental leave policies for parents through birth, adoption, or surrogacy.

• On-site access to our customer’s New York office for collaboration and partnership.

• Flexible working hours.