Customer Success Manager

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

📋 Description

• Oversee and direct a significant, high-value enterprise account.

• Develop scalable strategies for adoption and assist in defining customer success delivery on a large scale.

• Create systems, insights, and practices to guarantee clients derive measurable value from Pencil.

• Establish and nurture strategic relationships across various business units, agencies, and departments.

• Design and implement scalable onboarding and training programs, customizing approaches for enterprise clients.

• Promote adoption and engagement through data-driven insights.

• Spearhead renewal strategies, minimize churn, and enhance customer satisfaction as measured by NPS/CSAT.

• Identify and facilitate expansion opportunities in collaboration with Account Managers.

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

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

• Engage with the Pencil Community, supporting and celebrating customer achievements with GenAI.

• Collaborate closely with the Head of Customer Success.

⛳️ Requirements

• Extensive background in Customer Success, Onboarding, or Implementation within SaaS or creative technology; a minimum of 6+ years of experience is required.

• Proven experience managing a targeted portfolio of 5–10 enterprise accounts, employing a high-touch, strategic approach to relationship management.

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

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

• Strong data literacy and the capability to translate insights into actionable strategies.

• Exceptional communication and presentation abilities.

• Familiarity with advertising, marketing technology, or generative AI is preferred.

• Strong preference for candidates located on the East Coast, especially within the Eastern Time Zone.

• Legal authorization to work and remain in the country where the candidate intends to work.

🏝️ Benefits

• 25 days of paid time off plus public holidays, with the option for Flexible Time Off.

• Health insurance and private medical coverage.

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

• Enhanced parental leave policies applicable to all forms of parenthood, including birth, adoption, or surrogacy.

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

• Flexible working hours.