Customer Success Partnership Manager
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Job Description
Customer Success Partnerships Manager guiding renewals, expansion, and strategic relationships for Pencil’s generative-AI advertising SaaS. Owning account health, QBRs, and client growth.
Responsibilities:
- Own the day-to-day commercial and strategic health of a portfolio of accounts
- Build trusted relationships with stakeholders who hold the budget and renewal decision
- Build and run account cadence including QBRs, roadmap conversations, and renewal timelines
- Bring a clear narrative on where the partnership is heading and why
- Partner closely with the CST counterpart so platform and account needs remain aligned
- Use support patterns to inform account plans and account strategy to shape CST priorities
- Keep account documentation, trackers, and materials complete, current, and client-ready
- Serve as the source of truth for assigned accounts
- Identify and pursue expansion and upsell opportunities by understanding client goals, usage patterns, and where Pencil can create more value
- Drive account retention, renewal, expansion, upsell revenue, QBR and account-plan quality, client satisfaction/NPS, documentation currency, and proactive stakeholder communication
Requirements:
- Candidates must be located on the East Coast and within the Eastern Time Zone
- 3-6 years of experience in customer success, account management, or client-facing commercial roles, ideally in SaaS, advertising, or marketing tech
- 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
- Genuine curiosity about how generative AI is changing marketing and creative workflows
- Commercially minded while focused on client success
- Ownership of accounts end-to-end
- Proactive and clear communication
- Attention to polished, complete client materials
- Ability to build working relationships with CST counterparts and agency partners
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
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