Customer Success Manager

Join Pigment:
The AI Platform Redefining Business Planning

Pigment is the AI-powered business planning and performance management platform built for agility and scale. We connect people, data, and processes in one intuitive, feature-rich solution, empowering every team-from Finance to HR-to build, adapt, and align strategic plans in real time.

Founded in 2019, Pigment is one of the fastest-growing SaaS companies globally. Industry leaders like Unilever, Snowflake, Siemens, and DPD use Pigment daily to make more informed decisions and confidently navigate any scenario.

With a team of 600+ across Paris, London, New York, Toronto, San Francisco and Austin, we've raised nearly $400M from top-tier investors and were named a Visionary in the 2024 Gartner Magic Quadrant for Financial Planning Software.

At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quo-all while working as one team. If you're driven by innovation and ready to make an impact at scale, we'd love to hear from you.

As a Customer Success Manager, your primary responsibility will be to ensure our customers achieve a high level of adoption and business value from using Pigment, with a specific focus on supporting high-volume, lower-value accounts.

You will play a crucial role in building our digital-touch customer motions by leveraging Vitally, Pigment, SDFC and other automation technologies. Additionally, you will have full commercial ownership for revenue on the book of business, including account renewals and expansion.

The role is hybrid, meaning 3x per week at the office. Remote work is not possible for this role.

What you'll do:

* Manage and maintain relationships with high volume, Mid-Market accounts, ensuring they attain a high level of adoption and business value from using Pigment.

* Drive customer renewals by proactively engaging with customers, identifying opportunities for expansion, and demonstrating the value of continued partnership.

* Collaborate with sales teams to identify upsell and cross-sell opportunities within the existing customer base, working towards revenue expansion goals.

* Develop and implement strategies to drive customer adoption, usage, and satisfaction, utilising digital-touch approaches and automation technologies like Plan Hat.

* Leverage data and metrics to track customer health, identify at-risk accounts, and implement retention strategies to minimise churn.

* Partner with the product team to gather customer feedback, relay enhancement requests, and contribute to the product roadmap based on customer needs and insights.

* Deliver virtual presentations, webinars, and training materials to educate customers on best practices, new features, and updates related to Pigment's platform.

* Create customer-facing messaging and content, including email communications, newsletters, and knowledge base articles, to effectively communicate product updates, best practices, and other relevant information.

* Collaborate with cross-functional teams, including marketing and customer support, to ensure a seamless customer experience throughout the customer journey.

* Maintain accurate records of customer interactions, account details, and activities within the CRM (Salesforce) and the Customer Success platform (Plan Hat).

* Collaborate closely with certified Pigment Partners (third parties) to ensure customer implementations run smoothly and result in deployments that align with expected outcomes and drive successful adoption.

Who you are:

* You have significant experience in customer success, account management, or a similar role within a software/SaaS company.

* You have a proven track record of effectively managing high-volume, lower-value accounts, and driving customer adoption, satisfaction, renewals, and expansion.

* You have experience with digital-touch customer engagement strategies, automation technologies, and platforms like Plan Hat.

* You are highly skilled in the creation of written communications and visual content to support the curation of digital messaging and communication

* You have a strong commercial mindset with the ability to take full ownership of revenue on the book of business,…