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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing complex client accounts and strategic partnerships, with a focus on retention, renewal, and process improvement. Strong ability to mentor team members and coordinate multi-party relationships to ensure client satisfaction and alignment.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementAgency ExperienceExecutive-Level CommunicationProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementCustomer SuccessProcess ImprovementQBR Narrative DevelopmentMulti-Party Coordination
Soft Skills
Organizational SkillsMentoringLeadershipClient Satisfaction
Industry Keywords
Client PartnershipEnterprise AccountsStakeholder ManagementCSP ProcessesPlaybooks
About the role
Key responsibilities & impact- Own the commercial and strategic health of a portfolio of higher-complexity or higher-stakes accounts, including accounts with agency partners.
- Independently resolve complex, cross-functional account issues, escalating only when genuinely outside the role's authority.
- Coordinate with agency-side Account Director counterparts so clients, agencies, and Pencil are aligned before QBRs, renewals, and joint client events.
- Mentor and serve as a go-to resource for newer CSPs, reviewing account plans and QBR narratives.
- Identify and help build improvements to CSP processes, playbooks, and tooling.
- Drive retention, renewal, and expansion performance across the portfolio.
- Support effective agency-partner coordination and client satisfaction.
- Contribute to adoption of playbooks and process improvements across the wider CSP team.
Requirements
What you’ll need- Candidates must be located on the East Coast and within the Eastern Time Zone.
- 5-9 years of experience in customer success, account management, or strategic client partnership roles, with a track record on complex or enterprise-adjacent accounts.
- Agency experience is essential.
- Experience managing 3–7 client accounts simultaneously.
- Strong organisational and account management skills.
- Demonstrated experience coordinating multi-party account relationships, including agency or partner-side stakeholders.
- Experience mentoring or informally leading other client-facing team members.
- History of building or improving processes, playbooks, or documentation that other people relied on.
- Strong executive-level communication skills, including building and delivering a QBR narrative to senior client stakeholders.
- Legal right to work and remain in the country in which the candidate intends to work from.
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