What you'll do:
As a Customer Success Manager, you'll ensure our customers achieve a high level of adoption and business value from using Pigment, with a specific focus on supporting a high-volume of SMB & Mid-Market accounts. You will play a crucial role in building our digital-touch customer motions by leveraging Vitally and other automation technologies. Additionally, you will have full commercial ownership for revenue on the book of business, including account renewals and expansion.
Additional Responsibilities:- 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.
- 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.
- Maintain accurate records of customer interactions, account details, and activities within the CRM (Salesforce) and the Customer Success platform (Vitally).
Minimum Requirements:- 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 SMB & Mid-Market accounts; driving customer adoption, satisfaction, renewals, and expansion.
Preferred Qualifications:- You have experience with digital-touch customer engagement strategies, automation technologies, and platforms like Vitally.
- 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.
- French language proficiency is a plus
- You are skilled in the creation of video or animated content
What we offer:- Competitive compensation package ($115,000 - $155,000 OTE CAD)
- 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.
- Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organizations
