Customer Success Manager

About the role

You will own the end-to-end success of a portfolio of SMB and Mid-Market customers, ensuring they achieve measurable business value from Pigment's AI-powered planning platform. You will design and execute tailored onboarding journeys that drive rapid time-to-value and high feature adoption across diverse customer workflows. This role requires you to act as the primary point of strategic contact for your accounts, translating their business objectives into actionable plans using Pigment's capabilities. You will leverage data and insights to identify growth opportunities, mitigate churn risk, and champion customer wins internally across Product, Sales, and Marketing. A core part of your responsibility is to build scalable digital-touch motions by utilizing Vitally and other automation technologies to orchestrate proactive and personalized engagement. You will own the commercial outcomes for your book of business, including managing account renewals, expansions, and advocacy initiatives that drive long-term retention. This position demands a proactive mindset, where you anticipate customer needs, resolve complex issues, and continuously optimize the health and expansion potential of your portfolio. You will collaborate closely with cross-functional partners to feed critical customer feedback into the product roadmap, ensuring our platform evolves to meet market demands.

Key facts

What you'll do

Automate tailored onboarding sequences for new SMB and Mid-Market customers using Vitally and integrated tools to accelerate time-to-value.

Monitor product usage analytics and health scores to identify at-risk accounts and initiate timely interventions that preserve and expand relationships.

Champion customer success metrics by driving adoption of core Pigment features, ensuring clients unlock maximum ROI from their planning workflows.

Own the commercial performance of a defined book of business, including forecasting, account reviews, and strategic renewal planning.

Develop and maintain strong executive relationships with key stakeholders, positioning Pigment as a strategic partner in their business transformation.

Design and execute expansion playbooks that identify new use cases, upsell opportunities, and cross-sell potential within existing customer environments.

Leverage customer feedback and workflow insights to influence product enhancements and prioritize feature development that addresses real user pain points.

Orchestrate proactive communication cadences through automated campaigns and targeted content to educate customers and surface best practices.

Collaborate with Sales and Solutions teams to ensure smooth handoffs from procurement to implementation and sustained value realization post-sale.

Act as the internal advocate for customer needs, translating qualitative insights into quantitative data that informs company-wide decisions.

Utilize data-driven storytelling to demonstrate customer value during business reviews, highlighting efficiency gains, cost savings, and strategic alignment.

Partner with Customer Support to resolve complex issues rapidly, ensuring service levels are met and customer satisfaction remains consistently high.

Contribute to the development of playbooks and documentation that standardize successful customer success practices across the organization.

Engage in community building and peer networking initiatives that foster customer loyalty and encourage knowledge sharing among Pigment users.

Requirements

You must have a Bachelor's degree in Business, Marketing, Psychology, or a related field, or equivalent practical experience.

You must possess a minimum of three years of professional experience in customer success, account management, or a related client-facing role.

You must demonstrate a proven track record of managing a portfolio of accounts with a strong focus on retention and expansion.

You must have experience utilizing data and analytics tools to monitor customer health, identify risks, and drive decision-making.

You must be highly proficient in using CRM platforms, preferably Salesforce, and have experience with customer success software such as Vitally.

You must have a strong understanding of SaaS business models, subscription metrics, and the customer lifecycle within a B2B environment.

You must possess excellent written and verbal communication skills, with the ability to tailor messaging for both technical and non-technical stakeholders.

You must be comfortable working autonomously in a fast-paced, remote-first environment while maintaining a high level of accountability and ownership.

Nice to have

Experience with AI-powered platforms or business intelligence tools is a significant advantage for this role.

Familiarity with financial planning, budgeting, or modeling software provides additional context for understanding customer workflows.

Prior experience in the SaaS industry, particularly with a high-growth technology company, is preferred.

Practical notes

This role is fully remote but based in the Toronto area.

This position requires occasional travel for customer visits, meetups, or company events, typically under 10% of working hours.

Employment is contingent upon the successful completion of standard background checks and verification of educational credentials.

Candidates must be authorized to work in Canada without sponsorship at this time.

The role operates on a standard full-time schedule, with expectations for availability during core business hours in the Eastern Time Zone.

All job offers are contingent upon successful completion of relevant background checks and verification of educational credentials.