Customer Success Manager, EPM - San Francisco, Austin, or New York

About the role

As a Customer Success Manager (CSM), you’ll ensure our customers achieve a high level of adoption and business value from using Pigment, with a specific focus on supporting a book of high-value Enterprise accounts. You will play a crucial role in developing a trusted advisor relationship with customer executive sponsors while establishing measurable goals & KPIs for your accounts and driving a plan to completion.

Additional Responsibilities

• Manage customer implementations of Pigment, ensuring that customers understand the platform's value and attain a high level of adoption
• Navigate through multiple departments within an organization to expand use cases and the business value of Pigment
• Deliver awe-inspiring presentations and trainings; 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

Minimum Requirements

• Bachelor’s Degree (BA/BS) required, MBA or other relevant advanced degree preferred
• 3 years of 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 high-volume of Enterprise-level accounts; driving customer adoption, satisfaction, renewals, and expansion

Preferred Qualifications

• 5 years of experience in account management, sales, or professional services at a software/SaaS company
• Proven track record of building strong C-level executive relationships and demonstrating a deep sense of empathy and dedication
• Experience preparing and delivering presentations targeted to a senior audience
• Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
• Experience deploying SaaS platforms across enterprise organizations and driving long-term engagement
• Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment

What we offer

• Competitive compensation package, Salary Range: (NYC / SF: $150,000 - 165,000 OTE)
• 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 year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, and London
• High-end equipment (based on stock/availability) to do your work in the best conditions

How we work

• Thrive Together — We win as a team and do right by our colleagues, customers, partners, and community
• Never Settle — We operate with rigor, ambition, and a constant drive to improve
• Go for it — We are action-oriented and believe learning comes through execution
• Be real, be humble — We lead with empathy, openness, and honest feedback
• Champion our Customer — We solve what matters most and help customers succeed in complex environments

Equal Opportunity Employer

Pigment is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace.