Customer Success Advocate

6 months ago

Toronto, Canada Pigment Full time

**Our story so far...**

Pigment’s mission is to enable people and businesses to make better decisions.

Founded in 2019 by Romain Niccoli (ex founder and CTO of Criteo) and Eléonore Crespo (Index Ventures and Google), Pigment is a fast-growing international scale-up that raised $240M+ to become the central business planning solution powering Finance, HR, Sales, and Marketing decisions.

We serve fast-growing companies including Gong, Carta, Ledger, Deliveroo, Brex, Melio, and Spendesk to name a few

We have offices in Paris, London, New York and Toronto.

**What we do**

Pigment is a SaaS planning platform that enables any business to play with business data in a safe, fun and collaborative environment.

It is an intuitive platform, which anyone can use and understand, that allows leaders and teams to analyze all of their business data better and anticipate the impact of their decisions with unprecedented speed and flexibility.

Join a forward-thinking team (from Meta, Google, Criteo, Datadog and others) that likes to move fast, work smart and solve big challenges as a team on this exciting journey

**What you'll do**:

- As a Customer Success Advocate (CSA), your primary responsibility will be to ensure our customers achieve a high level of adoption and business value from using Pigment, with a specific focus on supporting high-volume, lower-value accounts. You will play a crucial role in building our digital-touch customer motions by leveraging PlanHat and other automation technologies. Additionally, you will have full commercial ownership for revenue on the book of business, including account renewals and expansion.

Your key responsibilities include:
- Manage and maintain relationships with high volume, lower-value accounts, ensuring they attain a high level of adoption and business value from using Pigment.
- 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.
- Develop and implement strategies to drive customer adoption, usage, and satisfaction, utilizing digital-touch approaches and automation technologies like PlanHat.
- Leverage data and metrics to track customer health, identify at-risk accounts, and implement retention strategies to minimize churn.
- 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.
- Collaborate with cross-functional teams, including marketing and customer support, to ensure a seamless customer experience throughout the customer journey.
- Maintain accurate records of customer interactions, account details, and activities within the CRM (Salesforce) and the Customer Success platform (PlanHat).
- Collaborate closely with certified Pigment Partners (third parties) to ensure customer implementations run smoothly and result in deployments that align with expected outcomes and drive successful adoption.

**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 high-volume, lower-value accounts, and driving customer adoption, satisfaction, renewals, and expansion.
- You have experience with digital-touch customer engagement strategies, automation technologies, and platforms like PlanHat.
- 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.
- 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.
- You are self-motivated and adaptable, with the ability to work both independently and collaboratively within cross-functional teams.
- Bonus: skilled in the creation of video or animated content

**What we offer**:

- Competitive compensation package
- Stock options to ensure you have a stake in Pigment's growth
- 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 ye

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