Account Manager, Customer Success

Pencil; United States; Remote; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days PTO

Health insurance

Wellness stipend

Remote work (home country)

Enhanced parental leave

Flexible working hours

Job summary

Pencil is seeking an experienced account-focused professional to manage a portfolio of SaaS advertising accounts. You will own the business health, drive renewal conversations, and collaborate with cross-functional teams to ensure the platform delivers value.

Your role includes shaping the account narrative and ensuring documentation is complete and client-ready. You will build trusted relationships with stakeholders, pursue expansions, and own the end-to-end client experience, from renewal to

Qualifications

• 3–5 years of experience in customer success, account management, or client-facing commercial roles in SaaS/advertising tech.
• Agency experience is a plus, managing multiple client accounts simultaneously.
• Proven track record owning renewals and growing accounts, with strong client communication.

Responsibilities

• Own the day-to-day commercial and strategic health of a portfolio of accounts.
• Build and run the account cadence — QBRs, roadmap conversations, renewal timelines.
• Partner with CST counterpart to align platform delivery with account strategy.
• Maintain up-to-date account documentation and client-ready materials.
• Identify and pursue expansion and upsell opportunities by understanding client goals and usage patterns.

Skills

Account management

SaaS experience

Client relationships

Strategic planning

Renewals

Education

Bachelor's degree in business/marketing

Tools

CRM (Salesforce)

Google Suite/Docs

PowerPoint

Job description

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, 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.

Candidates must be located on the East Coast and within the Eastern Time Zone.

Key Responsibilities

• Own the day-to-day commercial and strategic health of a portfolio of accounts, building trusted relationships with the stakeholders who hold the budget and the renewal decision.
• Build and run the account's cadence — QBRs, roadmap conversations, and renewal timelines — supporting in helping bring a clear narrative on where the partnership is heading and why.
• Partner closely with your CST counterpart so nothing falls in the gap between the platform and the account — support patterns feed your account plan, and your account strategy shapes what CST prioritizes.
• Keep account documentation, trackers, and materials complete, current, and client-ready before anything goes out the door — you are the source of truth for your accounts.
• Proactively identify and pursue expansion and upsell opportunities by understanding client goals, usage patterns, and where Pencil can create more value.

Your Background

• 3-5 years of experience in customer success, account management, or client-facing commercial roles, ideally in SaaS, advertising, or marketing tech.
• Agency experience is essential. Candidates must have experience managing 3–7 client accounts simultaneously, with strong organisational and account management skills.
• Track record of owning renewals and growing accounts, with strong client-facing communication and presentation skills.
• Comfortable operating one layer up from the tool — thinking in terms of account strategy, commercial structure, and stakeholder relationships rather than platform mechanics.
• Experience building and maintaining clear, organized account documentation (trackers, QBR decks, account plans) that clients and internal teams can rely on.
• Familiarity with subscription-based business models and a genuine curiosity about how generative AI is changing marketing and creative workflows.

You’ll Thrive Here If You…

• You're commercially minded but always focused on client success — you can hold both at once.
• You take ownership of your accounts end-to-end: you don't wait to be asked, you bring net-new thinking to move things forward.
• You communicate proactively and clearly, giving stakeholders visibility before they have to chase you for it.
• You care about polish — the decks, trackers, and materials you send a client are complete and considered before they land in an inbox.
• You enjoy partnership: you build real working relationships with your CST counterpart and with agency partners like OLIVER, rather than working around them.

KPIs & Success Measures

• Account retention and renewal rate across your portfolio.
• Expansion and upsell revenue generated from existing accounts.
• QBR and account plan quality and cadence — consistently delivered, on time, and grounded in a clear narrative.
• Client satisfaction / NPS across your accounts.
• Documentation and tracker currency — account materials are always complete and up to date.
• Proactive communication — stakeholders have visibility into account status without needing to chase it.

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
• Flexible working hours