Customer Success Manager

Awareness of GenAI technology has exploded over the last 12 months, and enterprise adoption is accelerating rapidly. At Pencil, we are at the forefront of this revolution, positioning ourselves as leaders in helping enterprise customers succeed in their GenAI journey.

We’re seeking a dynamic Customer Success Manager (CSM) to partner with our direct enterprise clients, guiding them through the adoption and scaling of Pencil Pro. This role comes with unique challenges: while enterprise clients recognize the value of GenAI, many remain uncertain about its readiness and how to integrate it with their current teams, processes, and workflows. Your mission will be to bridge this gap, helping them navigate these uncertainties, drive adoption, and unlock the full potential of GenAI within their organizations.

Success in this role requires a strong understanding of what GenAI can do for marketing teams, coupled with a consultative mindset, resilience, and a passion for innovation. You will have the opportunity to directly impact client success and contribute to Pencil’s growth, establishing yourself as a thought leader in the GenAI space.

Job requirements:

• 5+ years of experience in agency account management or enterprise SaaS customer success.
• Proven track record of successfully onboarding and expanding enterprise accounts.
• Demonstrated ability to manage senior client relationships and drive growth.
• Experience in growth-oriented roles, including commissioned positions.
• Bonus: Experience working with creative teams, especially involving GenAI or other advanced technologies.

Job description:

• Client Ownership: Build and maintain strong post-signature relationships with enterprise clients, serving as the primary point of contact.
• Drive Adoption: Develop tailored strategies to accelerate GenAI adoption through creative, consultative, and strategic interventions, including training, support, and product feature optimization.
• Run Quarterly Business Reviews (QBRs): Collaborate with clients to track progress, performance, and key success metrics (speed, scale, quality, results, cost), and identify opportunities for upsell or expansion.
• Build Case Studies: Develop compelling case studies that highlight client success and milestones, leveraging testimonials to drive advocacy.
• Problem-Solving: Proactively troubleshoot and resolve any issues affecting the client’s ability to meet performance milestones during both pilot and scaling phases.
• Team Building: Play a key role in expanding the customer success team as we scale, potentially mentoring new team members.

Job benefits:

• Work at the cutting edge of GenAI for Fortune 500 companies.
• Sponsored professional development and learning opportunities.
• Top-end Apple hardware provided.
• Flexible vacation and time-off policy.
• Comprehensive health and wellness coverage.
• Fully remote working options, with WeWork “All Access” membership.