Account Manager, Customer Success

About the role

Pencil is seeking an Account Manager to oversee the commercial and strategic health of a portfolio of accounts. You will be responsible for managing client relationships, driving expansion and renewals, and ensuring a clear strategic narrative for each partnership. You will work closely with a Customer Success Technical Manager to align platform usage with client goals.

Responsibilities

• Own the day-to-day commercial and strategic health of a portfolio of accounts, building trusted relationships with the stakeholders who hold the budget and the renewal decision.
• Build and run the account's cadence, including QBRs, roadmap conversations, and renewal timelines, to provide a clear narrative on the partnership's direction.
• Partner closely with your CST counterpart to ensure alignment between platform usage and account strategy.
• Keep account documentation, trackers, and materials complete, current, and client-ready.
• Proactively identify and pursue expansion and upsell opportunities by understanding client goals and usage patterns.

Required skills

• Customer Success
• Account Management
• SaaS
• Advertising
• Marketing Tech
• Agency experience

Nice to have

• Generative AI
• Subscription-based business models

Qualifications

• 3-5 years of experience in customer success, account management, or client-facing commercial roles
• Experience managing 3–7 client accounts simultaneously

Benefits

• 25 days PTO plus public holidays
• Flexible Time Off scheme
• Health insurance
• Private medical cover
• Monthly wellness, fitness, and learning stipend
• Enhanced parental leave
• Flexible working hours

About the Company

Pencil is an advertising technology company that harnesses Generative AI to redefine content creation. Their mission is to make AI the default in advertising while supporting small businesses and creative individuals.