Customer Success Manager

What You'll Do

As we grow our business in Central Europe, we are looking for a highly motivated Customer Success Manager (CSM) to be the first CSM in Germany - based in the Frankfurt area. You’ll ensure our customers achieve a high level of adoption and business value from using Pigment, partnering with the Central Europe Revenue team to grow a core region in Pigment’s strategy. 

You will play a crucial role in developing a trusted advisor relationship with customer executive sponsors while establishing measurable goals & KPIs.This role is both commercial and technical, our Customer Success team is measured on Net Dollar Retention. You will be responsible for managing a portfolio of Corporate & Enterprise accounts, whilst helping to set the broader plans for the Central Europe Region.

Develop clear Success & Value Realisation plans, managing champions and aligning stakeholders to deliver business outcomes for the customer.

Navigate through multiple departments within an organisation to expand use cases and the business value of Pigment.  Driving ARR and reducing risks across your portfolio.

Oversee customer implementations of Pigment, ensuring that customers understand the platform's value and attain a high level of adoption

Deliver awe-inspiring presentations; 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.

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 a broad range of Corporate and Enterprise accounts, driving customer adoption, satisfaction, renewals, and expansion.

You have experience with AI customer engagement strategies, automation technologies and platforms.

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 curiosity in new technology adoption and enjoy working with best in class Products.

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 English and German.

You are self-motivated and adaptable, with the ability to work both independently and collaboratively within cross-functional teams.

What We Offer

• Competitive package

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

• Bike2work scheme – save on a new bike and gear while commuting the greener way

• Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London

• High-end equipment (based on stock/availability) to do your work in the best conditions

• Remote-friendly environment

How We Work

Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organisations

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 towards 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