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Pigment is an AI-powered business planning and performance management platform serving enterprise clients like Unilever, Snowflake, Siemens, and DPD. Founded in 2019, the company has raised nearly $400M and operates across six global offices with 600+ employees. Pigment was named a Visionary in the 2024 Gartner Magic Quadrant for Financial Planning Software.
As Customer Success Operations Manager, you will lead operational initiatives that enable the customer success team to deliver exceptional outcomes at scale. This role bridges strategy and execution, focusing on process optimization, team enablement, and metrics that drive customer retention and expansion.
Key responsibilities include: designing and implementing CS processes and workflows; managing CS tools, systems, and data infrastructure; developing operational dashboards and KPI tracking; coordinating cross-functional initiatives (onboarding, renewals, expansion); training and supporting the CS team; identifying bottlenecks and driving continuous improvement; and ensuring scalability as the customer base grows.
You will work closely with the VP/Head of Customer Success, Finance, Product, and Sales to align on customer health metrics, renewal strategies, and expansion opportunities. This is a hands-on role requiring both strategic thinking and operational excellence.
Ideal candidates have 5+ years in customer success operations, SaaS, or related functions; experience with CS platforms (Gainsight, Totango, or similar); strong analytical and process-design skills; and the ability to influence cross-functional teams without direct authority.
