Customer Success Manager

Summary

Join Pigment, a rapidly growing AI-powered business planning platform, as a Customer Success Manager. You will focus on high-volume, lower-value accounts, ensuring high adoption and business value. A key responsibility is driving customer renewals and expansion, collaborating with sales teams on upselling and cross-selling opportunities. You will leverage digital-touch strategies and automation technologies like PlanHat. Data analysis and customer feedback are crucial for identifying at-risk accounts and improving the product. The role also involves creating customer-facing content and collaborating with cross-functional teams for a seamless customer experience. You will work closely with certified Pigment Partners to ensure successful customer implementations.

Requirements

• 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 PlanHat
• 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, including renewals and expansion
• You have excellent analytical skills to interpret customer data, identify trends, and uncover opportunities for growth and risk mitigation
• You have outstanding communication and interpersonal skills, with the ability to build rapport and maintain strong relationships with customers at all levels
• You are results-oriented with a proactive and strategic approach to problem-solving in a fast-paced, dynamic environment
• You are self-motivated and adaptable, with the ability to work both independently and collaboratively within cross-functional teams

Responsibilities

• 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 PlanHat
• 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 (PlanHat)
• 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

Preferred Qualifications

Bonus: skilled in the creation of video or animated content

Benefits

• Competitive package
• Stock options to ensure you have a stake in Pigment's growth
• Bike2work scheme – save on a new bike and gear while commuting the greener way
• Trust and flexible working hours
• Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London
• High-end equipment (based on stock/availability) to do your work in the best conditions
• Remote-friendly environment