Customer Success Manager

Pencil is seeking a Customer Success Manager to oversee high-impact accounts and develop scalable strategies for client adoption of their innovative advertising technology. The role involves collaborating with the Head of Customer Success to enhance systems and practices that ensure clients derive measurable value from the product. Candidates should have over six years of experience in Customer Success, Onboarding, or Implementation within the SaaS or creative technology sectors. A strong background in managing a focused portfolio of 5–10 enterprise accounts is essential, emphasizing strategic relationship management rather than a high-volume approach. Applicants should demonstrate a proven ability to improve client adoption, retention, and satisfaction, along with experience in managing programs across large brands. Strong data literacy and communication skills are required, and familiarity with advertising, marketing technology, or generative AI is preferred. The position is ideally suited for individuals who take ownership of client outcomes and are motivated by impactful results. Preference is given to candidates located on the East Coast, particularly within the Eastern Time Zone.