Customer Success Manager

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.

At Pencil, our Customer Success Managers help clients unlock the full potential of our generative AI platform. You’ll be their trusted guide through onboarding, training, and supporting them to get the most from their subscriptions. Your goal is to drive adoption, ensure satisfaction, and help clients achieve success quickly and consistently.

Job requirements

• 3+ years experience in customer success, onboarding, or account management within SaaS or creative tech.

• Strong communication and teaching skills - you love helping people understand technology.

• Comfortable analysing usage data to guide client actions.

• Curious about advertising, creative workflows, and AI tools.

• Organised, proactive, and confident managing multiple clients simultaneously.

• Able to translate complex technical ideas into simple, actionable insights.

You’ll Thrive Here If You…

• You get energy from helping others succeed.

• You’re proactive, curious, and adaptable.

• You care about clarity and making complex things easy and fun to use.

• You enjoy a mix of technical problem-solving and creative thinking.

• You see client success as a shared journey, not a checklist.

Job responsibilities

• Manage a portfolio of self-serve, managed service and hybrid clients, guiding them through onboarding, adoption, and renewal.

• Assist Pencil’s Training team in delivering engaging platform training and best practice sessions tailored to client needs via best in class discovery sessions centred around GenAI use cases 

• Monitor client health, usage, and feedback to identify risks or opportunities.

• Act as the voice of the customer to the Product and Engineering teams.

• Collaborate cross-functionally with Sales, Account Management, Training and Creative to ensure seamless client experiences.

• Collaborate with the Content team to create and refine help guides, tutorials, and self-serve resources to scale success.

• Support expansion by demonstrating new features and best practices and highlighting to your Account Manager growth opportunities

• Be an active presence in the Pencil Community pages by answering client queries and celebrating great GenAI work

KPIs & Success Measures

• Activation and adoption rates

• Client retention and renewal

• NPS / satisfaction scores

• Training attendance and engagement

• Reduction in churn or support requests

• Usage growth per account

Job 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