Director Customer Success

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 help global enterprises transform how marketing and creative operations work at scale.As Director, Customer Success, you will lead one of Pencil’s most strategic enterprise partnerships. You’ll oversee a dedicated cross-functional account team supporting Target’s North American business, partnering closely with Technical and Production leadership to drive adoption, operational excellence, and long-term account growth.This role blends strategic customer leadership, operational management, and team development. You will act as the senior post-sale relationship owner for the account while ensuring the broader account pod operates effectively across customer success, technical implementation, creative production, enablement, and workflow transformation initiatives.You’ll also directly manage a Senior Customer Success Manager, helping shape how we scale enterprise customer success at Pencil.Preference for candidates in Eastern Time ZoneKey responsibilities:Strategic Customer LeadershipOwn the overall customer relationship for the Target North America business.Build trusted relationships with executive and operational stakeholders across the client organization.Lead strategic account planning focused on adoption, retention, workflow transformation, and growth opportunities.Drive quarterly business reviews, executive reporting, roadmap discussions, and escalation management.Identify opportunities to deepen Pencil’s value across workflows, business units, and creative operations.Team Leadership & Cross-Functional ManagementDirectly manage a Senior Customer Success, Technical ManagerReport into VP, Custome