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.
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.
Familiarity with advertising, marketing technology, or generative AI (preferred).
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.
Identify and support expansion opportunities in partnership with Account Managers.
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 Versátil Time Off scheme
Health insurance / private medical cover
On-site access to our customer's New York office for collaboration and partnership.
Flexible working hours.

📌 Customer Success Manager (Cuauhtémoc)
🏢 Pencil
📍 Cuauhtémoc