Enterprise CSM: AI SaaS Adoption & Growth

Pencil; Bogotá; Hybrid; COP 460,405,000 - 624,836,000; Full time

Benefits offered by this job

25 days PTO plus holidays

Health insurance / private medical

Wellness and learning stipend

Enhanced parental leave

Access to NY office for collaboration

Flexible working hours

Job summary

Pencil is seeking a Customer Success Technical Manager to lead one of our high-value enterprise accounts and design scalable adoption strategies. You’ll partner with the Head of CS to build systems and practices that ensure measurable value for clients while driving renewal and growth.

You’ll oversee onboarding, strategic relationships, and data-led actions across multiple business units, with a focus on GenAI-enabled outcomes and cross-functional collaboration at scale.

Qualifications

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

Responsibilities

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

Skills

Enterprise account management

Data literacy

Relationship building

Communication

SaaS

GenAI familiarity

Tools

Salesforce

Tableau

Power BI

Job description

Pencil is seeking a Customer Success Technical Manager to lead one of our high-value enterprise accounts and design scalable adoption strategies. You’ll partner with the Head of CS to build systems and practices that ensure measurable value for clients while driving renewal and growth.

You’ll oversee onboarding, strategic relationships, and data-led actions across multiple business units, with a focus on GenAI-enabled outcomes and cross-functional collaboration at scale.