Pencil on cord

Pencil

Account Manager, Customer Success

External position
Remote in UK
Hiring internally for Pencil?
Marketing and Advertising · Machine Learning and AI
Marketing's AI Operating System. Part of The Brandtech Group.
Posted
a week ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: CSM/Account Manager
Experience level: Mid, Senior, Lead
Core skills considered: Account Management, Business development
Other skills considered: CRM, Client relations

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Remote
Work from: Within United Kingdom
Visa sponsorship: Not available

Job Description

As an Account Manager, Customer Success, you'll own the commercial and strategic health of a portfolio of Pencil accounts - the roadmap of what's next, the relationship with key stakeholders, and the confidence that someone at Pencil is thinking ahead on their behalf. You'll work in lockstep with your Customer Success Technical Manager counterpart, who owns the day-to-day platform experience, while you own the account's trajectory: expansion, renewal, and the story we tell the client about where the partnership is heading. You're the client's proof that someone is thinking ahead about their account and has their back when it counts.


Key Responsibilities

  • 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.

Your Background

  • 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.
Account Manager, Customer Success at Pencil
Position posted a week ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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