Senior Customer Success Technical Manager

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

📋 Description

• Take ownership and lead one of our most significant, high-value enterprise accounts, fostering deep adoption, ensuring renewal success, and promoting long-term growth.

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

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

• Enhance adoption and engagement by leveraging data-driven insights to shape strategy and client actions.

• Spearhead renewal strategies, minimize churn, and boost customer satisfaction (NPS/CSAT).

• Identify and facilitate 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 efforts, playbooks, and scalable customer success initiatives.

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

⛳️ Requirements

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

• A minimum of 6+ years of relevant experience is required.

• A proven history of 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 with the capacity 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 paid time off (PTO) plus 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.