{"id":3684269,"url":"https://alion.io/job/pencil-customer-success-manager","title":"Customer Success Manager","company":{"id":178078,"name":"Pencil","domain":"trypencil.com","url":"https://alion.io/company/pencil-2","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-03T13:38:45Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-03T19:05:44Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About us\nAt 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.\nStrong preference for candidates based anywhere on the East Coast, particularly those within the Eastern Time Zone.\nAbout the role\nAs a Customer Success Technical 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.\nJob requirements\nExtensive experience in Customer Success, Onboarding, or Implementation within SaaS or creative technology. Must have at least 6 + years experience.\n\nMust have experience managing a focused portfolio of 5-10 enterprise accounts, with a high-touch, strategic approach to relationship management, rather than managing a high-volume portfolio of 100+ accounts.\n\nProven track record of improving adoption, retention, and satisfaction across enterprise clients.\n\nExperience managing or scaling programs across large brands with multiple sub-brands or business units.\n\nStrong data literacy and ability to translate insights into action.\n\nExcellent communication and presentation skills.\n\nFamiliarity with advertising, marketing technology, or generative AI (preferred).\n\nYou’ll Thrive Here If You…\nYou see how adoption, engagement, and retention all connect to business growth.\n\nYou act like an owner - you take accountability for client outcomes and for improving how our team delivers them.\n\nYou’re driven by impact - you focus on what moves the needle for customers and the business.\n\nYou value collaboration - you build strong cross-functional relationships and communicate with intent.\n\nJob responsibilities\nOwn and lead one of our largest, high-value enterprise accounts, driving deep adoption, renewal success, and long-term growth.\n\nBuild and maintain strategic relationships across multiple business units, agencies, and departments.\n\nDesign and execute scalable onboarding and training programs, tailoring bespoke approaches where needed for enterprise clients.\n\nDrive adoption and engagement using data-led insights to inform strategy and client actions.\n\nLead renewal strategy, reduce churn, and increase customer satisfaction (NPS/CSAT).\n\nIdentify and support expansion opportunities in partnership with Account Managers.\n\nCollaborate with Product, Engineering, and Creative to advocate for customer needs and influence roadmap priorities.\n\nContribute to internal enablement, playbooks, and scalable customer success initiatives.\n\nActively engage in the Pencil 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