Role Description 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 Customer 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. Requirements - Become a power user of Pencil’s new media capabilities. - Partner closely with Product and Engineering to ensure new capabilities are performing correctly and meeting client needs. - Identify and recruit existing enterprise clients to test new features. - Design and perform test campaigns to measure the ROI of agentic media buying versus traditional methods. You will be responsible for proving success metrics. - For every new feature, deliver a validated "Proof of Impact" report that translates new capabilities into a compelling business case for client SLTs. - Act as a media strategist by helping clients connect their ad accounts to Pencil, expanding the universe of influenceable media spend.

• Ability to meet regular renewal and customer satisfaction targets. • Accountable for driving customers to be referenceable. • Responsible for “Customer Journey” artifact development, maintenance, and delivery. • Responsible for tracking all customer-related interactions and updates in Salesforce. • Monitor customer growth and changes in personnel. • Increase customers’ utilization of QAD products. • Partner with sales executives globally to ensure they are informed about issues, support escalations, events, growth, etc. of assigned customers. • Support deal execution as needed, including the customer procurement group. • Notify sales executives of new opportunities for existing customers or new leads.

• Provide resident support via chat and email, ensuring timely and professional responses • Serve as the primary point of contact through the resident portal • Receive, log, and manage maintenance requests, coordinating with internal teams for resolution • Handle resident issues related to apartments, including complaints and service inquiries • Address and resolve billing-related concerns with accuracy and clarity • Document all interactions and cases within CRM systems • Utilize SAP and internal tools to track, update, and manage service requests • Follow up with residents to ensure full resolution and satisfaction • Escalate complex issues to the appropriate departments when necessary • Maintain high standards of response time, quality, and customer satisfaction

• Provide resident support via chat and email, ensuring timely and professional responses • Serve as the primary point of contact through the resident portal • Receive, log, and manage maintenance requests, coordinating with internal teams for resolution • Handle resident issues related to apartments, including complaints and service inquiries • Address and resolve billing-related concerns with accuracy and clarity • Document all interactions and cases within CRM systems • Utilize SAP and internal tools to track, update, and manage service requests • Follow up with residents to ensure full resolution and satisfaction • Escalate complex issues to the appropriate departments when necessary • Maintain high standards of response time, quality, and customer satisfaction