NEMEA Customer Success Lead

About the role

You will own the end-to-end success of our NEMEA enterprise customers, acting as their primary strategic partner within Pigment. You will translate complex planning workflows into clear, actionable outcomes that drive adoption and measurable value. You will build deep trust with C-level stakeholders and finance leaders, positioning Pigment as the central nervous system for their business decisions. You will leverage data and customer feedback to influence product improvements and shape our regional narrative. You will mentor and inspire a team of Customer Success Managers to elevate their coaching and strategic impact. You will identify and champion expansion opportunities that align with our platform's roadmap and customer ambitions. You will represent customer voices internally, ensuring product, marketing, and sales insights are grounded in real-world usage. You will set the standard for excellence in customer outcomes, defining best practices that scale across the region.

Key facts

What you'll do

Champion regional NEMEA customers by orchestrating tailored onboarding journeys that accelerate time-to-value and maximize feature adoption.

Translate ambiguous business challenges into structured success plans, aligning stakeholders across Finance, Operations, and IT on shared objectives.

Conduct proactive health reviews and executive business reviews, identifying risks, opportunities, and strategic milestones before they escalate.

Architect and deliver executive-level business cases that quantify ROI, using Pigment's analytics to drive funding and cross-functional buy-in.

Design and facilitate collaborative workshops that uncover requirements, refine processes, and turn use cases into scalable configurations.

Partner with Product and Engineering to synthesize regional feedback, prioritizing enhancements that unlock new use cases and reduce manual effort.

Lead the creation of reference architectures and playbooks that empower customers to unlock advanced scenarios and best practices.

Drive adoption of new AI capabilities within Pigment, coaching teams on how to leverage automation for faster scenario planning.

Own stakeholder mapping and influence strategies, ensuring executive sponsorship and commercial expansion within complex buying units.

Collaborate with Sales to develop compelling success stories and proof points that de-risk new logo acquisition and renewals.

Coordinate cross-functional escalation paths, ensuring timely resolution of technical or operational blockers that impact customer outcomes.

Define and monitor regional KPIs, correlating product usage data with customer health scores to predict and prevent churn.

Act as a thought leader in NEMEA finance circles, contributing to industry panels, events, and content that reinforce Pigment's vision.

Mentor and develop a local CSM pod, establishing coaching rituals, playbooks, and standards that sustain high performance.

Champion the use of customer feedback loops, turning qualitative insights into actionable product requirements and success initiatives.

Requirements

You have 8+ years of progressive experience in Customer Success, with at least 5 years in a leadership role managing a team.

You have a proven track record of managing enterprise SaaS portfolios, ideally within the $50k+ ACV range and a complex stakeholder ecosystem.

You possess deep experience in the Planning, Budgeting, and Forecasting (PBF) or Corporate Performance Management (CPM) domain, having worked with tools such as Anaplan, Planful, or similar platforms.

You are fluent in interpreting financial statements, understanding how drivers like headcount, Opex, and Capex translate into modeling scenarios.

You have hands-on experience configuring or implementing SaaS workflows, translating business requirements into system logic and user journeys.

You hold a Bachelor's degree in Business, Finance, Economics, or a related technical field; an advanced degree is strongly preferred.

You have a history of building and maintaining strong relationships with C-level executives, including CFOs, Finance Directors, and Business Unit Heads.

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

Nice to have

You have prior experience working with AI-native planning platforms or have led digital transformation initiatives in finance departments.

You have a background in sales engineering or pre-sales, enabling you to bridge the gap between technical capabilities and business value.

You have managed customer success operations in a multi-regional EMEA environment, coordinating across time zones and cultures.

You have delivered formalized training programs, enabling finance teams to extract maximum value from complex planning software.

You have experience with data visualization and storytelling, using dashboards and narratives to influence executive decision-making.

You have a track record of identifying expansion opportunities, driving upsell or cross-sell initiatives within existing accounts.

Practical notes

This role is based in London and requires occasional travel across the NEMEA region, including France, Germany, Italy, and the Nordics.

Employment is subject to standard background checks and compliance requirements applicable to Pigment roles in the EEA.

Candidates must be eligible to work in the United Kingdom under current immigration rules.

The role operates during standard business hours, with flexibility to support critical customers in overlapping time zones.