Pencil

About the Company

Pencil is the world’s leading Generative AI Marketing Operating System.

Our mission is to make AI the default for every marketing team, serving as a fundamental tool that empowers people rather than replacing them.

We unify the entire marketing workflow into a single agentic platform, from insight and concept through production and media distribution. Instead of stitching together fragmented tools, brands can design, orchestrate, and scale creative systems that actually hold up in production.

Powered by a predictive system trained on over $5BN in media spend, Pencil helps teams move up to 10x faster, reduce costs, and achieve up to 2x better performance. Marketing becomes performance ready before it even launches.

We believe AI is the most significant evolution in a marketer’s toolkit since the pencil itself. Our goal is to scale human creativity and intuition, not automate it away.

Founded in 2018 by alumni from Google, Facebook, and Uber, and acquired by The Brandtech Group in 2023, Pencil brings enterprise grade Generative AI to the Fortune 500. We provide the security, scale, and data driven infrastructure global brands need to win in an AI first world.

Listed Jobs

Company Name

Pencil

Job Title

Customer Success Manager

Job Description

Job title: Customer Success Manager Role Summary: Own high‑value customer success for a generative‑AI SaaS platform, driving end‑to‑end adoption, renewal, and satisfaction. Design scalable onboarding, leverage data insights, act as a technical advocate, and influence roadmap through cross‑functional collaboration. Expactations: • Ownership of client outcomes and revenue impact • Ability to scale success programs across enterprise accounts • Data‑driven decision making and proactive problem solving • Strong communication and stakeholder management skills • Passion for continuous improvement and customer advocacy Key Responsibilities: - Lead strategic accounts, ensuring deep product adoption and renewal success. - Design and deliver scalable onboarding and training programs across client segments. - Partner with Product, Engineering, and Creative teams to translate customer feedback into product enhancements. - Analyze usage data to identify adoption patterns and craft proactive engagement strategies. - Drive initiatives to improve renewal rates, reduce churn, and raise CSAT/NPS. - Serve as the technical advocate for AI workflows, explaining model performance, API integrations, and data pipelines, and coordinating with Engineering for deeper support when necessary. - Support revenue expansion by demonstrating new features, advising on best practices, and identifying upsell opportunities. - Contribute to enablement resources, playbooks, and community engagement to amplify adoption. Required Skills: - Proven success in SaaS customer success, onboarding, or implementation roles. - Experience scaling high‑impact customer programs across large enterprise brands. - Strong data literacy and comfort using analytics to drive actions. - Excellent written, verbal, and presentation skills. - Ability to communicate complex technical concepts to non‑technical stakeholders. - Collaboration across Product, Engineering, Marketing, and Sales. - Knowledge of advertising, marketing tech, or generative AI is a plus. Required Education & Certifications: - Bachelor’s degree in Business, Marketing, Computer Science, or a related field. - Customer Success Management certifications (e.g., Certified Customer Success Manager, CSF) preferred.

London, United kingdom

Remote

03-03-2026