About us:

At Pencil, we are driving innovation in advertising technology through our state-of-the-art SaaS product, which harnesses Generative AI to redefine content creation. Our mission is to make AI the default in advertising without replacing creative people. To achieve this, we need to make sure that our technology isn’t just in the hands of big brands - we need to try to help small businesses and creative individuals too.

As a Customer Success Manager at Pencil, you’ll lead by example: managing high-impact accounts, designing scalable adoption strategies, and helping define how we deliver customer success at scale. You’ll work closely with the Head of Customer Success to build the systems, insights, and practices that ensure every client achieves measurable value from Pencil.

Key responsibilities:

Own strategic and high value customer relationships, ensuring deep adoption and renewal success.
Design and execute onboarding and training programs that scale across client segments.
Partner with Product, Engineering and Creative to drive customer-led improvements.
Use data to identify adoption patterns and inform client engagement strategies.
Contribute to internal enablement and playbooks. Creating bespoke to large enterprise clients needs where appropriate.
Lead initiatives to strategically improve renewal rates, reduce churn, and enhance satisfaction.
Support expansion by demonstrating new features and best practices and highlighting to your Account Manager growth opportunities.
Act as a technical advocate for AI-driven workflows, comfortably navigating discussions around model performance, API integrations, and data pipelines; you will represent the technical arm of the business in high-stakes client calls, providing immediate consultative value while knowing exactly when to pull in Engineering for deep-dive architectural support.
Provide an original and strategic approach to boosting adoption across key accounts, ensuring each client progresses steadily toward meeting their full quota before the end of the year.
Promote adoption across varied business units, agency teams and departments in a way that feels both nuanced and cohesive, ensuring all activity aligns with the broader objectives of the account as a whole.
Advocate for customer needs across Pencil, influencing roadmaps and priorities.
Be an active presence in the Pencil Community pages by answering client queries and celebrating great GenAI work/

Your background:

Extensive experience in customer success, onboarding, or implementation roles in SaaS or creative tech.
Proven success improving adoption, retention, and satisfaction across varied client types.
Experience leading customer programs or initiatives that scale across large enterprise brands (ideally across many sub-brands, agencies, business units).
Strong data literacy and comfort using insights to drive client actions.
Excellent written, verbal, and presentation skills.
Familiarity with advertising, marketing tech, or generative AI would be a plus.

You’ll Thrive Here If You…

You see how adoption, engagement, and retention all connect to business growth.
You act like an owner - you take accountability for client outcomes and for improving how our team delivers them.
You’re driven by impact - you focus on what moves the needle for customers and the business.
You value collaboration - you build strong cross-functional relationships and communicate with intent.

KPIs & Success Measures

Renewal and retention rate across portfolio.
Adoption velocity and usage depth.
NPS / CSAT improvement.
Scaled enablement impact (e.g., training completions, resource utilization).
Contribution to process and playbook evolution.
Internal collaboration and advocacy outcomes.

Benefits:

25 days PTO plus public holidays, although we operate a Flexible Time Off scheme.
Health insurance / private medical cover.
Monthly stipend towards wellness, fitness, and learning and development.
Remote - work from anywhere in your home country.
Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy.
Access to our Pencil office in The Shard, London for UK employees.
Flexible working hours.

Pencil

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Customer Success Manager