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Client Success Manager
About Us
At Pencil, we are driving innovation in advertising technology through our state-of-the-art SaaS product, which harnesses Generative AI to redefine content creation. Our mission is to make AI the default in advertising without replacing creative people. To achieve this, we need to make sure that our technology isn’t just in the hands of big brands - we need to try to help small businesses and creative individuals too.
At Pencil, our Client Success Managers are at the forefront of shifting Pencil from a Creative GenAI Tool to an Agentic Operating System. You will own the testing, validating, and proving the business impact of Pencil’s new agentic media capabilities. Your goal is to work directly with our Product team and existing customers to transform their media allocation through GenAI + Agentic features and drive a 10x increase in connected media spend to Pencil.
You must be based in London or Paris to be considered for this role.
Key Responsibilities
- Feature Validation & Testing: Become a power user of Pencil’s new media capabilities.
- Cross-Functional Product Collaboration: Partner closely with Product and Engineering to ensure new capabilities are performing correctly and meeting client needs.
- Customer Pilot Management: Identify and recruit existing enterprise clients to test new features.
- Campaign Execution & Measurement: Design and perform test campaigns to measure the ROI of agentic media buying versus traditional methods. You will be responsible for proving success metrics.
- Impact Reporting: For every new feature, deliver a validated "Proof of Impact" report that translates new capabilities into a compelling business case for client SLTs.
- Strategic Media Integration: Act as a media strategist by helping clients connect their ad accounts to Pencil, expanding the universe of influenceable media spend.
- Internal Media Enablement: Design and deliver training programs for creative CSMs to expand their expertise into media buying; build internal documentation to scale media fluency across the client-facing organization.
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Your Background
- 5+ Years in Media Strategy or Performance Marketing: Experience managing complex digital campaigns (Google Ads, DV360, Meta) is essential.
- Data-Driven Problem Solver: Comfortable analyzing campaign performance data.
- Technically Fluent Communicator: Clearly translates complex concepts for non-technical marketing leaders.
- SaaS or DSP experience preferred.
- Testing Mindset: Experience in A/B testing frameworks with statistical significance is highly preferred.
- Proactive & Agile: Thrives in a fast-paced environment where you must validate and test new product features on a tight timeline.
- AI & LLM Literacy: A strong conceptual understanding of Large Language Models (LLMs) and generative AI workflows, with a track record of applying AI tools to solve marketing or operational challenges.
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You’ll Thrive Here If You…
- You get energy from helping others succeed.
- You’re proactive, curious, and adaptable.
- You care about clarity and making complex things easy and fun to use.
- You enjoy a mix of technical problem-solving and creative thinking.
KPIs & Success Measures
- Connected Spend Growth: Volume of client media spend successfully connected to Pencil.
- Customer Proactivity: Successfully identify and sell testing opportunities to existing customers to trial new Pencil capabilities.
- Feature Validation Rate: Number of new media agents successfully tested and proven with a client case study.
- GTM Readiness: Speed and accuracy of feedback loops between your client tests and the Product team’s engineering sprints.
- Internal Upskilling & Enablement Effectiveness: Time-to-productivity for internal teams using new playbooks, use-case documents, and regular upskilling sessions.
Benefits
- 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.
- Access to our Pencil office in The Shard, London for UK employees.
- Flexible working hours.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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