Pencil is an AI-driven creative platform for marketers, brands, and agencies. Its generative AI tools create advertising images, videos, and concept variations for performance marketing and e-commerce, helping teams produce more creative options, scale content workflows, and test ad ideas efficiently. Pencil serves marketing teams looking to bring greater speed and variety to creative production.
Senior Account Manager, Customer Success — Pencil (US Remote)
Lead complex customer accounts for Pencil’s generative AI advertising SaaS. Partner with agencies, resolve escalations, mentor customer success professionals, and improve retention, renewal, and expansion processes.
Description
- Manage the commercial and strategic health of complex or high-stakes customer accounts, including agency-partner accounts.
- Resolve complex cross-functional account issues independently, escalating matters only when they exceed the role’s authority.
- Coordinate with agency Account Directors to align clients, agencies, and Pencil ahead of QBRs, renewals, and joint client events.
- Mentor newer customer success professionals and review their account plans and QBR narratives.
- Help develop improvements to customer success processes, playbooks, and tools.
- Drive retention, renewal, and expansion outcomes across the assigned portfolio.
- Strengthen agency-partner coordination and maintain high levels of client satisfaction.
- Promote consistent adoption of playbooks and process improvements across the broader customer success team.
Requirements
- Candidates must be based on the East Coast within the Eastern Time Zone.
- Five to nine years of experience in customer success, account management, or strategic client partnerships, including work with complex or enterprise-adjacent accounts.
- Previous agency experience is required.
- Experience managing three to seven client accounts concurrently.
- Strong organizational and account management capabilities.
- Experience coordinating relationships among multiple parties, including agency or partner stakeholders.
- Experience mentoring or informally leading other client-facing professionals.
- A track record of creating or improving processes, playbooks, or documentation used by others.
- Strong executive communication skills, including the ability to develop and present QBR narratives to senior client stakeholders.
- Legal authorization to work and remain in the country where the candidate plans to work.
Benefits
- 25 days of paid time off plus public holidays through a Flexible Time Off approach.
- Health insurance or private medical coverage.
- Monthly allowance for wellness, fitness, and learning and development.
- Remote work from anywhere within the candidate’s home country.
- Enhanced parental leave for birth, adoption, or surrogacy.
- Flexible working hours.