Customer Success Manager, EPM

About the role

You will architect and own the strategic customer success plans for a portfolio of large enterprise accounts, ensuring they derive measurable business value from Pigment's AI platform. You will act as a trusted advisor to executive sponsors, translating their strategic ambitions into concrete adoption roadmaps and measurable KPIs. In this position, you will leverage your expertise to connect people, data, and processes within the Pigment platform, enabling finance and HR teams to build and adapt plans in real time. You will proactively identify growth opportunities and expansion potential, positioning new features and modules that enhance the customer's competitive advantage. You will utilize data-driven insights to anticipate customer needs and mitigate risks before they impact adoption or satisfaction. You will collaborate closely with internal stakeholders to ensure seamless implementation support and alignment on customer health metrics. You will represent the voice of the customer internally, feeding critical feedback into product and sales teams to influence future development. You will own the narrative of success for your accounts, demonstrating the tangible ROI of their investment in Pigment.

Key facts

What you'll do

Drive the development of a strategic customer success plan for each enterprise account, defining specific adoption targets and value metrics.

Establish and maintain trusted advisor relationships with executive sponsors, acting as their primary partner in maximizing the value of their Pigment investment.

Translate complex platform capabilities into clear business outcomes, enabling finance and HR teams to build, adapt, and align strategic plans in real time.

Identify and qualify expansion opportunities within your portfolio, advocating for new solutions that solve evolving customer business challenges.

Analyze usage data and health metrics to proactively identify at-risk accounts and implement corrective action plans to ensure retention.

Coordinate cross-functional collaboration with sales, product, and delivery teams to resolve complex customer issues and accelerate adoption.

Develop and present executive-level business reviews, showcasing ROI, adoption progress, and strategic alignment with customer goals.

Lead the configuration and rollout of new features and workflows, ensuring they are seamlessly integrated into the customer's planning environment.

Champion best practices for platform usage, creating enablement materials that empower customers to unlock the full potential of Pigment.

Own the end-to-end success journey for assigned accounts, from onboarding through maturity, ensuring continuous value realization.

Conduct regular business reviews to assess progress against KPIs and adjust success plans based on changing business priorities.

Act as a strategic partner during contract reviews and expansions, providing insights that drive customer advocacy and long-term renewal.

Mentor internal stakeholders on the customer's context, ensuring empathy and informed decision-making across the organization.

Document customer feedback and product gaps, channeling them to the appropriate teams to influence the product roadmap.

Requirements

You possess a Bachelor's degree or equivalent practical experience, bringing a mature perspective to complex business problems.

You have a minimum of 5 years of experience in a customer-facing role, ideally within enterprise SaaS or a highly matrixed environment.

You have a proven track record of managing large, multi-stakeholder accounts and influencing without direct authority.

You demonstrate exceptional verbal and written communication skills, capable of simplifying sophisticated concepts for diverse audiences.

You exhibit strong analytical abilities, comfort with data, and a logical approach to problem-solving and decision-making.

You have experience working with enterprise planning software, ERP systems, or performance management tools, understanding their strategic impact.

You thrive in a fast-paced, ambiguous environment, showing resilience and resourcefulness when navigating competing priorities.

You are a collaborative team player who seeks diverse perspectives and builds strong partnerships across global functions.

You are comfortable with a hybrid work model, balancing independent focus with active participation in both remote and in-person settings.

You are willing to travel up to 20% within your assigned regions to support key customers and strengthen relationships.

You are authorized to work in the country where this role is based, with no sponsorship available for roles based in the United States.

You are committed to working standard business hours, with some flexibility required to support customers across different time zones.

You are passionate about leveraging technology to drive business transformation and operational excellence in the planning domain.

You embody Pigment's values of curiosity, generosity, and accountability in every interaction with customers and colleagues.

Nice to have

Prior experience in the SaaS industry, with a focus on enterprise customer success and strategic account management.

Previous exposure to AI platforms or emerging technologies that drive business process transformation.

Experience in the Finance or HR domain, with an understanding of the nuances in EPM and planning cycles.

A track record of building strong C-level relationships and navigating complex enterprise selling dynamics.

Practical notes

This role requires travel up to 20% within the assigned regions to support key customers and strengthen relationships.

You must be authorized to work in the country where this role is based, with no sponsorship available for roles based in the United States.

You will work in a hybrid environment, balancing independent focus with active participation in both remote and in-person settings.

Standard business hours are expected, with flexibility required to support customers across different time zones.