Senior Enterprise Customer Success Tech Manager (Growth)

Pencil; New York (NY); Teletrabalho; MXN 800 000 - 1 200 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

25 days PTO + holidays (Flexible Time)

Health insurance / private medical

Wellness/learning stipend

Enhanced parental leave

On-site NY office access

Flexible working hours

Resumo da oferta

Pencil is seeking a Customer Success Technical Manager to lead a top enterprise account, shaping scalable adoption and measurable business value. You will partner with the Head of Customer Success to design systems, insights, and practices that ensure client outcomes at scale.

You will manage a high-touch portfolio, drive renewal and growth, and collaborate across Product, Engineering, and Creative teams to prioritize client needs and GenAI-enabled strategies.

Qualificações

• Extensive experience in Customer Success, Onboarding or Implementation within SaaS or creative tech.
• Minimum 6+ years of experience.

Responsabilidades

• 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 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 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 customer success with GenAI.

Conhecimentos

Customer Success

Onboarding

Enterprise account management

Data literacy

Communication

Presentation

Strategic relationship management

Descrição da oferta de emprego

Pencil is seeking a Customer Success Technical Manager to lead a top enterprise account, shaping scalable adoption and measurable business value. You will partner with the Head of Customer Success to design systems, insights, and practices that ensure client outcomes at scale.

You will manage a high-touch portfolio, drive renewal and growth, and collaborate across Product, Engineering, and Creative teams to prioritize client needs and GenAI-enabled strategies.