Customer Success Partnership Manager

Pencil

. Own the day-to-day commercial and strategic health of a portfolio of accounts .

Posted 9/22/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in account management and customer success, with a focus on driving renewals, upsell opportunities, and maintaining organized account documentation. Strong communication skills and the ability to build relationships with stakeholders are essential for success in this role.

Highest-signal resume keywords

Account ManagementCustomer SuccessClient-Facing CommunicationAccount DocumentationSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account StrategyRenewal ManagementUpsell Revenue GenerationQBR PreparationAccount Planning

Soft Skills

Proactive CommunicationRelationship BuildingAttention to DetailCuriosity About Generative AI

Tools & Technologies

Account TrackersQBR Decks

Industry Keywords

SaaSAdvertisingMarketing TechSubscription-Based Business Models

About the role

Key responsibilities & impact

Own the day-to-day commercial and strategic health of a portfolio of accounts
Build trusted relationships with stakeholders who hold the budget and renewal decision
Build and run account cadence including QBRs, roadmap conversations, and renewal timelines
Bring a clear narrative on where the partnership is heading and why
Partner closely with the CST counterpart so platform and account needs remain aligned
Use support patterns to inform account plans and account strategy to shape CST priorities
Keep account documentation, trackers, and materials complete, current, and client-ready
Serve as the source of truth for assigned accounts
Identify and pursue expansion and upsell opportunities by understanding client goals, usage patterns, and where Pencil can create more value
Drive account retention, renewal, expansion, upsell revenue, QBR and account-plan quality, client satisfaction/NPS, documentation currency, and proactive stakeholder communication

Requirements

What you’ll need

Candidates must be located on the East Coast and within the Eastern Time Zone
3-6 years of experience in customer success, account management, or client-facing commercial roles, ideally in SaaS, advertising, or marketing tech
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
Genuine curiosity about how generative AI is changing marketing and creative workflows
Commercially minded while focused on client success
Ownership of accounts end-to-end
Proactive and clear communication
Attention to polished, complete client materials
Ability to build working relationships with CST counterparts and agency partners

Benefits

Comp & perks

25 days PTO plus public holidays, although we operate a Flexible Time Off scheme
Health insurance / private medical cover
Monthly stipend towards wellness, fitness, and learning and development
Remote - work from anywhere in your home country
Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy
Flexible working hours