Job Description: Customer Success Manager

Company: Pigment

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 500+ across Paris, London, New York, San Francisco, and Toronto, 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.

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Position Overview

As a Customer Success Manager, you’ll ensure our customers achieve a high level of adoption and business value from using Pigment, with a specific focus on supporting a high-volume of SMB & Mid-Market accounts. You will play a crucial role in building our digital-touch customer motions by leveraging Vitally and other automation technologies. Additionally, you will have full commercial ownership for revenue on the book of business, including account renewals and expansion.

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Responsibilities

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

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Minimum Requirements

• 3 years of experience in customer success, account management, or a similar role within a software/SaaS company.
• Proven track record of effectively managing a high-volume of SMB & Mid-Market accounts; driving customer adoption, satisfaction, renewals, and expansion.

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Preferred Qualifications

• Experience with digital-touch customer engagement strategies, automation technologies, and platforms like Vitally.
• Highly skilled in the creation of written communications and visual content to support the curation of digital messaging and communication.
• Strong commercial mindset with the ability to take full ownership of revenue on the book of business, including renewals and expansion.
• Excellent analytical skills to interpret customer data, identify trends, and uncover opportunities for growth and risk mitigation.
• French language proficiency is a plus.
• Skilled in the creation of video or animated content.

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What We Offer

• Competitive compensation package.
• Generous time off and parental leave policies.
• One company offsite every year.
• Brand new offices in major cities including New York, Toronto, Paris, and London.
• High-end equipment (based on stock/availability) to do your work.

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Employment Type

Full Time

Location Type

Information not provided.

Salary

Information not provided.