Senior Customer Success Manager

About the role

As a Senior Customer Success Manager at Pencil, you will lead one of our high‑impact enterprise accounts, designing scalable adoption strategies and ensuring measurable value for our clients. You will work closely with the Head of Customer Success to build systems and practices that drive adoption, retention, and growth.

Key responsibilities

• Own and lead a large, high‑value enterprise account, driving deep adoption, renewal success, and long‑term growth.
• Design and execute scalable onboarding and training programs, tailoring bespoke approaches for enterprise clients.
• Use data‑led insights to drive adoption, engagement, and inform client strategy.
• Lead renewal strategy, reduce churn, and increase NPS/CSAT scores.
• Identify expansion opportunities in partnership with Account Managers.
• Collaborate with Product, Engineering, and Creative teams to advocate for customer needs and influence roadmap priorities.

Required profile

• 6+ years of 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.

Required skills

• Data analysis and reporting.
• Customer relationship management.

What we offer

• 25 days PTO plus public holidays with a Flexible Time Off scheme.
• Health insurance / private medical cover.
• Monthly stipend for wellness, fitness, and learning & development.
• Enhanced parental leave policies.
• On‑site access to our customer’s New York office for collaboration.
• Flexible working hours.