Customer Success Partnership Manager

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

📋 Description

• Take ownership of the daily commercial and strategic health of a portfolio of accounts

• Foster trusted relationships with stakeholders responsible for budget and renewal decisions

• Create and manage account cadence, including Quarterly Business Reviews (QBRs), roadmap discussions, and renewal schedules

• Provide a clear narrative regarding the direction of the partnership and the rationale behind it

• Collaborate closely with the CST counterpart to ensure alignment of platform and account requirements

• Utilize support patterns to inform account strategies and plans, shaping CST priorities accordingly

• Maintain comprehensive, up-to-date, and client-ready account documentation, trackers, and materials

• Act as the definitive source of information for assigned accounts

• Identify and seek expansion and upsell opportunities by understanding client objectives, usage trends, and how Pencil can deliver additional value

• Enhance account retention, renewals, expansions, upsell revenue, QBR and account-plan quality, client satisfaction/NPS, documentation accuracy, and proactive communication with stakeholders

⛳️ Requirements

• Candidates must reside on the East Coast and be within the Eastern Time Zone

• 3-6 years of experience in customer success, account management, or client-facing commercial roles, preferably in SaaS, advertising, or marketing technology

• Proven history of managing renewals and growing accounts, with strong communication and presentation skills in client interactions

• Ability to operate strategically, focusing on account strategy, commercial structure, and stakeholder relationships rather than just platform mechanics

• Experience in creating and sustaining organized account documentation (trackers, QBR presentations, account plans) that clients and internal teams can depend on

• Knowledge of subscription-based business models

• Genuine interest in how generative AI is transforming marketing and creative processes

• Commercially oriented while prioritizing client success

• Full ownership of accounts from start to finish

• Proactive and clear communication skills

• Attention to detail in producing polished and complete client materials

• Capability to cultivate working relationships with CST counterparts and agency partners

🏝️ 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 personal development

• Remote work - the flexibility to work from anywhere within your home country

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

• Flexible working hours