Customer Success Manager, Enterprise - Toronto

Our Story So Far:

Since our founding in 2019, Pigment has become one of the fastest-growing SaaS companies in the world today. Our product, a highly efficient Enterprise Performance Management (EPM) platform is helping companies achieve their financial goals by quickly responding to dynamic factors in their respective markets including Tech, Retail, CPG & Financial Services. 

In less than 5 years, Pigment has grown to over 480 employees across offices in New York, Toronto, London, Paris and soon San Francisco, and attracted a total of $393M in investment from some of the top Venture Capital firms globally.

We serve companies including Unilever, Deliveroo, Gong and Brex to name a few!

As a Customer Success Manager (CSM), you’ll ensure our customers achieve a high level of adoption and business value from using Pigment, with a specific focus on supporting a book of high-value Enterprise accounts. You will play a crucial role in developing a trusted advisor relationship with customer executive sponsors while establishing measurable goals & KPIs for your accounts and driving a plan to completion. 

Additional Responsibilities:

• Manage customer implementations of Pigment, ensuring that customers understand the platform's value and attain a high level of adoption.
• Navigate through multiple departments within an organization to expand use cases and the business value of Pigment.
• Deliver awe-inspiring presentations and trainings; provide recommendations on insightful best practices, and structure creative solutions to optimize engagement.
• Lead the development of the Pigment community through thought leadership, events, and developing best practices.
• Develop deep product expertise and creativity, working closely with our product team on the product vision and roadmap.

Minimum Requirements:

• BA/BS degree required, MBA or other relevant advanced degree preferred.
• 3 years of experience in customer success, account management or a similar role within a software/SaaS company.
• You have a proven track record of effectively managing a high-volume of Enterprise-level accounts; driving customer adoption, satisfaction, renewals, and expansion.

Preferred Qualifications:

• 5 years of experience in account management, sales, or professional services at a software/SaaS company.
• Proven track record of building strong C-level executive relationships and demonstrating a deep sense of empathy and dedication.
• Experience preparing and delivering presentations targeted to a senior audience.
• Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience.
• Experience deploying SaaS platforms across enterprise organizations and driving long-term engagement.
• Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment.

What we offer:

• Competitive compensation package 
• We encourage you to take the time you need. When you work hard, we know you also need to rest, which is why we offer generous time off and parental leave policies
• 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

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 toward 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.

We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully, with candidate consent, and information will be treated confidentially.

Pigment is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace. All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability, sex (including pregnancy), sexual orientation, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our HR Data Protection Notice.