Senior Enterprise CSM & Adoption Lead (GenAI)

Pencil; Argentina; Hybrid; ARS 108,480,000 - 170,469,000; Full time

Benefits offered by this job

25 days PTO

Health insurance

Wellness stipend

Enhanced parental leave

On-site access to NY office

Flexible working hours

Job summary

Pencil is seeking a Customer Success Technical Manager to lead a high-impact enterprise account from Argentina. You’ll design scalable adoption strategies and help define how Pencil delivers customer success at scale.

You’ll partner with the Head of CS to build systems, insights and playbooks that ensure measurable value for clients. You’ll drive adoption, renewal, and expansion while collaborating with Product, Engineering and Creative teams to advocate for customer needs and influence roadmap

Qualifications

• Extensive experience in Customer Success, onboarding, or implementation within SaaS or creative technology (6+ years).
• Experience managing 5–10 enterprise accounts with a high-touch, strategic approach.
• Proven track record of improving adoption, retention and satisfaction across enterprise clients.
• Experience scaling programs across brands or sub-brands.
• Strong data literacy and ability to translate insights into action.
• Excellent communication and presentation skills.
• Familiarity with advertising, marketing tech, or generative AI preferred.

Responsibilities

• Own and lead one of our largest enterprise accounts, driving adoption, renewal success, and growth.
• Build strategic relationships across multiple business units and agencies.
• Design scalable onboarding and training programs for enterprise clients.
• Drive adoption using data-led insights to inform strategy and client actions.
• Lead renewal strategy, reduce churn, and increase customer satisfaction (NPS/CSAT).
• Identify expansion opportunities in partnership with Account Managers.
• Collaborate with Product, Engineering, and Creative to advocate for customer needs.
• Contribute to internal enablement, playbooks, and scalable CS initiatives.
• Engage in the Pencil Community, supporting CS with GenAI.

Skills

Customer Success

Onboarding

Enterprise accounts

Data literacy

Communication

Relationship management

GenAI familiarity

Advertising tech

Presentation skills

Job description

Pencil is seeking a Customer Success Technical Manager to lead a high-impact enterprise account from Argentina. You’ll design scalable adoption strategies and help define how Pencil delivers customer success at scale.

You’ll partner with the Head of CS to build systems, insights and playbooks that ensure measurable value for clients. You’ll drive adoption, renewal, and expansion while collaborating with Product, Engineering and Creative teams to advocate for customer needs and influence roadmap