Senior Customer Success Manager

Pencil; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

25 days PTO plus public holidays

Health insurance

Monthly wellness stipend

Enhanced parental leave policies

Flexible working hours

Job summary

PassFort is seeking a Senior Customer Success Manager to manage high-value enterprise accounts and drive customer success through strategic relationships and data-driven insights.

The selected candidate will have extensive experience in Customer Success within SaaS, excellent communication skills, and a proven track record of improving client satisfaction. This role supports flexible working hours and offers generous PTO, health insurance, and wellness stipends.

Qualifications

• Extensive experience in Customer Success, Onboarding, or Implementation within SaaS or creative technology.
• Proven track record of improving client adoption, retention, and satisfaction.
• Strong data literacy and excellent communication skills.

Responsibilities

• Own and lead a major enterprise account, driving adoption and growth.
• Build strategic relationships across multiple departments.
• Design and execute onboarding and training programs.

Skills

Customer Success

Data literacy

Communication skills

SaaS experience

Familiarity with generative AI

Job description

About us

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.

About the role

As a Senior Customer Success Manager at Pencil, you’ll lead by example: managing one of our high‑impact accounts, designing scalable adoption strategies, and helping define how we deliver customer success at scale. You’ll work closely with the Head of Customer Success to build the systems, insights and practices that ensure every client achieves measurable value from Pencil.

Preference for candidates in Eastern Time Zone

Job requirements

• Extensive experience in Customer Success, Onboarding, or Implementation within SaaS or creative technology.
• 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).

You’ll Thrive Here If You…

• You see how adoption, engagement, and retention all connect to business growth.
• You act like an owner - you take accountability for client outcomes and for improving how our team delivers them.
• You’re driven by impact - you focus on what moves the needle for customers and the business.
• You value collaboration - you build strong cross‑functional relationships and communicate with intent.

Job 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, tailoring bespoke approaches where needed 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.

Our 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
• Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy
• On‑site access to our customer’s New York office for collaboration and partnership.
• Flexible working hours.