Mexico City, Mexico City, Mexico · Remote OK
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 adve…
Skills: Customer Success, SaaS, Generative AI, Enterprise Account Management, Adoption Strategy
New York, New York, United States · Remote OK
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 adve…
Skills: Customer success, SaaS, Generative AI, Enterprise account management, Data literacy
São Paulo, São Paulo, Brazil · Remote OK
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 adve…
Skills: Customer Success, SaaS, Generative AI, Enterprise account management, Data literacy
Bogota, Capital District, RAP (Especial) Central, Colombia · Remote OK
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 adve…
Skills: Customer success, SaaS, Generative AI, Enterprise account management, Data literacy
Leuven, Flemish Brabant, Belgium · Remote Solely
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 w…
Skills: Recruitment, Sourcing, Talent Pipeline, Interviewing, Stakeholder Management
São Paulo, São Paulo, Brazil · Remote OK
At Pencil, we’re building the agentic OS for marketing. We aren't just using integrating generative AI; we are building the machine that makes it professional, brand-safe, and scalable. We’re moving beyond simple text-in…
Skills: Generative AI, LLM, Multi-agent architecture, Python, Prompt engineering
Bogota, Capital District, RAP (Especial) Central, Colombia · Remote OK
At Pencil, we’re building the agentic OS for marketing. We aren't just using integrating generative AI; we are building the machine that makes it professional, brand-safe, and scalable. We’re moving beyond simple text-in…
Skills: Generative AI, LLM, Multi-agent architecture, Python, JSON
Mexico City, Mexico City, Mexico · Remote OK
At Pencil, we’re building the agentic OS for marketing. We aren't just using integrating generative AI; we are building the machine that makes it professional, brand-safe, and scalable. We’re moving beyond simple text-in…
Skills: Generative AI, LLMs, Multi-agent architecture, Python, Prompt engineering
Buenos Aires, Argentina · Remote OK
At Pencil, we’re building the agentic OS for marketing. We aren't just using integrating generative AI; we are building the machine that makes it professional, brand-safe, and scalable. We’re moving beyond simple text-in…
Skills: Agent Architecture, Multi-agent Workflows, LLM Engineering, RAG, Python
London, England, United Kingdom · Remote OK
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 w…
Skills: Recruitment, Talent Acquisition, Sourcing, Interviewing, Stakeholder Management
London, England, United Kingdom · Remote OK
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 adv…
Skills: Contract Negotiation, Generative AI Law, GDPR, CCPA, Intellectual Property Law
Leuven, Flemish Brabant, Belgium · Remote OK
At Pencil, we’re building the agentic OS for marketing. We aren't just using integrating generative AI; we are building the machine that makes it professional, brand-safe, and scalable. We’re moving beyond simple text-in…
Skills: Agent Architecture, Multi-Agent Workflows, LLM Engineering, RAG, Python
Buenos Aires, Argentina · Remote OK
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 adve…
Skills: Customer Success Management, Onboarding, Implementation, Enterprise Account Management, Retention Strategy
New York, New York, United States · Remote OK
At Pencil, we’re building the agentic OS for marketing. We aren't just using integrating generative AI; we are building the machine that makes it professional, brand-safe, and scalable. We’re moving beyond simple text-in…
Skills: Multi-Agent Architecture, LLM Engineering, Prompt Engineering, RAG, Python
Greater London, England, United Kingdom · Remote OK
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 adv…
Skills: Product Strategy, Product Discovery, User Research, Data Analysis, Prototyping
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You will manage high-value enterprise accounts to drive adoption, retention, and long-term growth while designing scalable onboarding strategies. Additionally, you will collaborate with cross-functional teams to influence product roadmaps and ensure clients achieve measurable value.
The role requires extensive experience in Customer Success or Implementation within the SaaS or creative technology sectors. Candidates must demonstrate a proven track record of managing large enterprise clients and possess strong data literacy and communication skills.
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.
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.
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 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.
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.
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.
Marketing's AI Operating System. Part of The Brandtech Group.
Pencil is Marketing's AI Operating System. We help enterprise brands aggregate AI models, enforce governance, and scale creative and media, safely. From insight to production to distribution, we unify the entire marketing workflow in one platform. Most enterprise teams are stuck in pilot purgatory, testing AI tools that never scale, stitching together fragmented workflows, and watching budgets disappear into non-working spend. We built Pencil to end that. We aggregate the best AI models from every provider –OpenAI, Google, Adobe, and more– into a single governed platform. This is what we call the Open Garden: you're never locked into one vendor's roadmap. You get the best model for every use case, today and tomorrow. Our platform unifies the entire marketing workflow –from insight and creative concept through production, governance, and media distribution. Enterprise teams can design, orchestrate, and scale creative systems that hold up in production, across markets and languages, without sacrificing brand control. Act 1 is efficiency. Reduce creative production costs by up to 50%, automate localization, and free up budget buried in agency fees and manual process. Act 2 is growth. Reinvest those savings into media performance –more variants, better ROAS, faster iteration. We believe AI should be a tool for the humans behind great marketing, not a replacement for them. The right tool changes what's possible. SOC2 certified. No-Train policy. IP indemnification. Built for the security, scale, and governance that global brands actually need. Trusted by Diageo, Unilever, Indeed, and L'Oréal. Gartner Cool Vendor 2025. Founded in 2018. Part of The Brandtech Group since 2023.
Offices: 151 Rosebery Avenue, London, England EC1R 4AB, GB · 03-01, 39 Hong Kong Street, Singapore, Singapore 059678, SG · Los Angeles, CA 90036, US · 578 Broadway, New York, NY 10012, US
Marketing's AI Operating System. Part of The Brandtech Group.
Pencil is Marketing's AI Operating System. We help enterprise brands aggregate AI models, enforce governance, and scale creative and media, safely. From insight to production to distribution, we unify the entire marketing workflow in one platform. Most enterprise teams are stuck in pilot purgatory, testing AI tools that never scale, stitching together fragmented workflows, and watching budgets disappear into non-working spend. We built Pencil to end that. We aggregate the best AI models from every provider –OpenAI, Google, Adobe, and more– into a single governed platform. This is what we call the Open Garden: you're never locked into one vendor's roadmap. You get the best model for every use case, today and tomorrow. Our platform unifies the entire marketing workflow –from insight and creative concept through production, governance, and media distribution. Enterprise teams can design, orchestrate, and scale creative systems that hold up in production, across markets and languages, without sacrificing brand control. Act 1 is efficiency. Reduce creative production costs by up to 50%, automate localization, and free up budget buried in agency fees and manual process. Act 2 is growth. Reinvest those savings into media performance –more variants, better ROAS, faster iteration. We believe AI should be a tool for the humans behind great marketing, not a replacement for them. The right tool changes what's possible. SOC2 certified. No-Train policy. IP indemnification. Built for the security, scale, and governance that global brands actually need. Trusted by Diageo, Unilever, Indeed, and L'Oréal. Gartner Cool Vendor 2025. Founded in 2018. Part of The Brandtech Group since 2023.
Offices: 151 Rosebery Avenue, London, England EC1R 4AB, GB · 03-01, 39 Hong Kong Street, Singapore, Singapore 059678, SG · Los Angeles, CA 90036, US · 578 Broadway, New York, NY 10012, US
