Account Manager, Customer Success

• Candidates must be located on the East Coast and within the Eastern Time Zone.
• 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 — QBRs, roadmap conversations, and renewal timelines — supporting in helping bring a clear narrative on where the partnership is heading and why.
• Partner closely with your CST counterpart so nothing falls in the gap between the platform and the account — support patterns feed your account plan, and your account strategy shapes what CST prioritizes.
• Keep account documentation, trackers, and materials complete, current, and client-ready before anything goes out the door — you are the source of truth for your accounts.
• Proactively identify and pursue expansion and upsell opportunities by understanding client goals, usage patterns, and where Pencil can create more value.
• 3-5 years of experience in customer success, account management, or client-facing commercial roles, ideally in SaaS, advertising, or marketing tech.
• Agency experience is essential. Candidates must have experience managing 3–7 client accounts simultaneously, with strong organisational and account management skills.
• 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 and a genuine curiosity about how generative AI is changing marketing and creative workflows.
• You’ll Thrive Here If You…
• You're commercially minded but always focused on client success — you can hold both at once.
• You take ownership of your accounts end-to-end: you don't wait to be asked, you bring net-new thinking to move things forward.
• You communicate proactively and clearly, giving stakeholders visibility before they have to chase you for it.
• You care about polish — the decks, trackers, and materials you send a client are complete and considered before they land in an inbox.
• You enjoy partnership: you build real working relationships with your CST counterpart and with agency partners like OLIVER, rather than working around them.
• KPIs & Success Measures
• Account retention and renewal rate across your portfolio.
• Expansion and upsell revenue generated from existing accounts.
• QBR and account plan quality and cadence — consistently delivered, on time, and grounded in a clear narrative.
• Client satisfaction / NPS across your accounts.
• Documentation and tracker currency — account materials are always complete and up to date.

None flagged.