Senior Customer Success Manager

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

📋 Description

• Take ownership and spearhead one of our most significant enterprise accounts, fostering deep adoption, ensuring successful renewals, and promoting long-term growth.

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

• Create and implement scalable onboarding and training programs, customizing approaches as necessary for enterprise clients.

• Drive user adoption and engagement by utilizing data-driven insights to shape strategies and client actions.

• Lead the renewal strategy to minimize churn and enhance customer satisfaction (NPS/CSAT).

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

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

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

• Actively participate in the Pencil Community, supporting and celebrating customer achievements with GenAI.

⛳️ Requirements

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

• 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 proficiency in data interpretation and the ability to convert insights into actionable strategies.

• Exceptional communication and presentation abilities.

• Familiarity with 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/private medical coverage.

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

• Enhanced parental leave policies for all types of parenthood, including birth, adoption, or surrogacy.

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

• Flexible working hours.