[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Pencil is driving innovation in advertising technology through their state-of-the-art SaaS product that utilizes Generative AI for content creation. As a Senior Customer Success Manager, you will manage high-impact accounts, design scalable adoption strategies, and ensure clients achieve measurable value from Pencil.ResponsibilitiesOwn and lead one of our largest, high-value enterprise accounts, driving deep adoption, renewal success, and long-term growthBuild and maintain strategic relationships across multiple business units, agencies, and departmentsDesign and execute scalable onboarding and training programs, tailoring bespoke approaches where needed for enterprise clientsDrive adoption and engagement using data-led insights to inform strategy and client actionsLead renewal strategy, reduce churn, and increase customer satisfaction (NPS/CSAT)Identify and support expansion opportunities in partnership with Account ManagersCollaborate with Product, Engineering, and Creative to advocate for customer needs and influence roadmap prioritiesContribute to internal enablement, playbooks, and scalable customer success initiativesActively engage in the Pencil Community, supporting and celebrating customer success with GenAISkillsExtensive experience in Customer Success, Onboarding, or Implementation within SaaS or creative technologyProven track record of improving adoption, retention, and satisfaction across enterprise clientsExperience managing or scaling programs across large brands with multiple sub-brands or business unitsStrong data literacy and ability to translate insights into actionExcellent communication and presentation skillsFamiliarity with advertising, marketing technology, or generative AIBenefits25 days PTO plus public holidays, although we operate a Flexible Time Off schemeHealth insurance / private medical coverMonthly stipend towards wellness, fitness, and learning and developmentEnhanced parental leave policies, whether you become a parent through birth, adoption or surrogacyOn-site access to our customer’s New York office for collaboration and partnership.Flexible working hours.Company OverviewPencil is a creative AI platform that generates ads predicted to win. It was founded in 2018, and is headquartered in Singapore, Central Region, SGP, with a workforce of 51-200 employees. Its website is https://www.trypencil.com/.