Agentic Client Services Lead

Pencil • New York, NY

2d • Hybrid

About The Position

Pencil is hiring an Agentic Client Services Lead to own a leading beauty client as it transitions from a traditional in-house studio to agentic services. The role is accountable for the results, client relationship, and team through this change, and for demonstrating a model that can be repeated with other clients. AI agents will handle high-volume production while people focus on judgement and craft, and the client will pay for outcomes rather than hours. The role must be based in New York and work from the client's office at least two days per week.

The Lead will serve as the senior point of contact for client leadership, set account objectives, and oversee budget, schedule, and performance. They will develop and negotiate outcome-based commercial models with clear measurement; work with Pencil product and engineering teams and client teams to introduce agent-first workflows on live briefs; and determine which work is handled by agents versus people. They will lead and develop the delivery team and its leaders, establish quality measures, raise issues promptly, identify new client opportunities, and share learnings with Pencil leadership.

Success is measured by the share of briefs handled agent-first, quality pass rates for agent-produced work, account gross margin, client revenue and scope growth, senior stakeholder feedback, and delivery of agentic-services milestones on time.

Requirements

• Experience leading a large, complex client account or in-house studio and accountability for its budget and results at director level or above.
• Experience working in an agency environment and managing between 1 and 5 enterprise-level clients.
• Experience leading change in a live client environment, such as introducing a new operating model or tools, in addition to running steady-state operations.
• Use of AI or automation in real production work and ability to measure the quality of its output.
• Experience earning the confidence of senior client stakeholders, including through commercial negotiations and pricing changes.
• Experience managing and developing other team leaders.
• Must be based in New York and available to work from the client's office at least two days per week.

Nice To Haves

• Experience in beauty, personal care, or another regulated content category.

Responsibilities

• Own the client relationship end to end and serve as the senior point of contact for client leadership.
• Set account operating objectives and be accountable for the account's budget, schedule, and performance.
• Shape and negotiate a commercial model based on finished work and results, with clear measurement.
• Lead the transition to agent-first ways of working with Pencil product and engineering teams and the client's teams; test the approach on real briefs and make it the default.
• Determine which work should be performed by agents and which by people.
• Set direction for the delivery team, hire and develop team members, manage performance, and develop other team leaders.
• Establish quality measures, maintain quality standards, and quickly communicate problems to the client and Pencil leadership.
• Identify new areas of work with the client and share learnings with Pencil leadership so the service model can be offered to other clients.

Benefits

• 25 days PTO plus public holidays, with a Flexible Time Off scheme.
• Health insurance / private medical cover.
• Monthly stipend toward wellness, fitness, and learning and development.
• Eligibility to enroll in Pencil's 401(k) retirement savings plan after two months of employment.
• Enhanced parental leave for birth, adoption, or surrogacy.
• Access to the client's office in New York.
• Flexible working hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed