Customer Success Manager

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 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.

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 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.
• Fluent in French and English.
• You are self-motivated and adaptable, with the ability to work both independently and collaboratively within cross-functional teams.
• Bonus: skilled in the creation of video or animated content