What you'll do
- Strategy & Planning: Partner with CS & PS leadership to define goals, forecast resource needs, refine segmentation, and design scalable customer engagement models aligned with company objectives.
- Operational Excellence: Design and refine the customer journey and associated workflows, playbooks, and engagement models that increase productivity and ensure the right balance of high-touch and tech-touch customer experience. Design and manage incentive compensation that optimizes customer outcomes.
- Systems & Tools: Innovate & manage the tech stack for customer success (e.g., primarily Vitally, Salesforce, and Pigment); evaluate, implement, and manage systems that support data-driven onboarding, adoption & health, renewals, and advocacy. Design & execute the CX's internal AI roadmap to increase efficiency & accelerate customer value.
- Analytics & Reporting: Develop KPIs, dashboards, and operational metrics that provide proactive & predictive visibility into CS forecast & performance, customer health, product utilization and churn/expansion trends.
- Cross-Functional Alignment: Cross-Functional Alignment: Drive collaboration between CS, Professional Services, Sales, Product, and Marketing to operationalize clear roles & responsibilities that enable seamless handoffs, actionable voice-of-customer insights, and value-driven expansion motions.
Who you are
- 5 to 8 years of Operations experience in Customer Success, Professional Services, Revenue Operations, or Business Operations in a SaaS or high-growth tech environment
- Proven experience designing and implementing CS & PS systems, workflows, and success metrics in mature ($100M ARR) revenue organization
- Deep understanding of customer lifecycle management and CS platforms (e.g., Gainsight, Totango, Vitally)
- Strong analytical and strategic thinking skills; comfortable translating data into insights & action, and creating predictive forecast models Experience designing and implementing team & individual targets and incentive compensation plans
- Exceptional communication and stakeholder management abilities
- Comfortable in fast-paced, scaling environments with evolving priorities, Experience supporting enterprise or B2B SaaS customer success & professional services teams
- Familiarity with customer segmentation, NRR models, and renewal/expansion forecasting
- Nice to Have
- Knowledge of SQL, BI tools, or scripting for operational analytics Pigment experience a MAJOR bonus!EPM industry experience
What we offer
- Competitive package
- Equity
- Healthcare
- Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, and London
- High-end equipment (based on stock/availability) to do your work in the best conditions.
- Hybrid remote policy
How we work
- Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet.
- Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate Pigment community.
- Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission.
- Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment.
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What We Do
In a world moving at an incredibly fast pace, businesses have grown accustomed to change. Transforming their business model, pivoting their strategy, rethinking their go-to-market, the list goes on.
To enable these changes, they have also had to rethink the way they work.
Breaking down silos isn’t a best practice anymore. It’s a given.
And yet, when it comes to planning, little has changed. In fact, planning tools work the exact opposite way, reinforcing data and people silos, and preventing teams from working together toward their common goals.
As a result, planning is usually seen as a dreadful process.
But the truth is, planning drives strategy. It’s high time we serve it with the right tools.
Pigment is the business planning platform for fast-growing companies. Our mission is to help companies make better, faster decisions in a changing world, and drive revenue growth.
At Pigment we believe that:
✅ Real-time data informs better outcomes. Trim your sail, and make the best use of current winds.
✅ Reporting should be accurate, quick, and insightful.
✅ Planning should be simple, smooth, and delightful.
✅ Less time should be spent on data crunching, more time on bringing insights to the business.
✅ Collaboration should be at the heart of any planning process, so your organization works as one.
Book your demo today ? https://www.gopigment.com/contact
We’re hiring! Check out our offers: https://jobs.lever.co/pigment
