Customer Success Advocate (Toronto)

Our story so far...

Pigment’s mission is to enable people and businesses to make better decisions.

Founded in 2019 by Romain Niccoli (ex founder and CTO of Criteo) and Eléonore Crespo (Index Ventures and Google), Pigment is a fast-growing international scale-up that raised $240M+ to become the central business planning solution powering Finance, HR, Sales, and Marketing decisions.

We serve fast-growing companies including Gong, Carta, Ledger, Deliveroo, Brex, Melio, and Spendesk to name a few!

We have offices in Paris, London, New York and Toronto.

What we do

Pigment is a SaaS planning platform that enables any business to play with business data in a safe, fun and collaborative environment.

It is an intuitive platform, which anyone can use and understand, that allows leaders and teams to analyze all of their business data better and anticipate the impact of their decisions with unprecedented speed and flexibility.

Join a forward-thinking team (from Meta, Google, Criteo, Datadog and others) that likes to move fast, work smart and solve big challenges as a team on this exciting journey!

What you'll do

• As a Customer Success Advocate (CSA), your primary responsibility will be to ensure our customers achieve a high level of adoption and business value from using Pigment, with a specific focus on supporting high-volume, lower-value accounts. You will play a crucial role in building our digital-touch customer motions by leveraging PlanHat and other automation technologies. Additionally, you will have full commercial ownership for revenue on the book of business, including account renewals and expansion.

Your key responsibilities include:

• Manage and maintain relationships with high volume, lower-value accounts, ensuring they attain a high level of adoption and business value from using Pigment
• 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
• Partner with the product team to gather customer feedback, relay enhancement requests, and contribute to the product roadmap based on customer needs and insights
• Maintain accurate records of customer interactions, account details, and activities within the CRM (Salesforce) and the Customer Success platform (PlanHat)
• Leverage data and metrics to track customer health, identify at-risk accounts, and implement retention strategies to minimize churn
• Deliver virtual presentations, webinars, and training materials to educate customers on best practices, new features, and updates related to Pigment's platform
• Collaborate with cross-functional teams, including marketing and customer support, to ensure a seamless customer experience throughout the customer journey
• 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 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, utilizing digital-touch approaches and automation technologies like PlanHat
• Drive customer renewals by proactively engaging with customers, identifying opportunities for expansion, and demonstrating the value of continued partnership

Who you are

• You have experience with digital-touch customer engagement strategies, automation technologies, and platforms like PlanHat
• You have outstanding communication and interpersonal skills, with the ability to build rapport and maintain strong relationships with customers at all levels
• You have significant experience in customer success, account management, or a similar role within a software/SaaS company
• 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 are self-motivated and adaptable, with the ability to work both independently and collaboratively within cross-functional teams
• You are results-oriented with a proactive and strategic approach to problem-solving in a fast-paced, dynamic environment
• You have excellent analytical skills to interpret customer data, identify trends, and uncover opportunities for growth and risk mitigation
• 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 proven track record of effectively managing high-volume, lower-value accounts, and driving customer adoption, satisfaction, renewals, and expansion
• Bonus: skilled in the creation of video or animated content

What we offer

• Stock options to ensure you have a stake in Pigment's growth
• 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
• 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

How we work

• 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
• 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.

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.