Customer Success Operations Manager

Job description

**Join Pigment: The AI Platform Redefining Business Planning** Pigment is the AI-powered business planning and performance management platform built for agility and scale. We connect people, data, and processes in one intuitive, feature-rich solution, empowering every team—from Finance to HR—to build, adapt, and align strategic plans in real time. Founded in 2019, Pigment is one of the fastest-growing SaaS companies globally. Industry leaders like Unilever, Snowflake, Siemens, and DPD use Pigment daily to make more informed decisions and confidently navigate any scenario. With a team of 600+ across Paris, London, New York, Toronto, San Francisco and Austin, we've raised nearly $400M from top-tier investors and were named a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software. At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quo—all while working as one team. If you're driven by innovation and ready to make an impact at scale, we’d love to hear from you. ### About the Role We're looking for a Customer Success Operations Manager to own the strategy, planning, and operational backbone of our CS organization. This role focuses on how CS plans, runs, and aligns, building the rhythms, workflows, and cross-functional connections that let the team scale efficiently while delivering a great customer experience. **This is a hybrid role based in our Paris office.** ### What You'll Do **Strategy & Planning** - Partner with CS leadership to set direction and keep the org running on a predictable cadence. - Partner with CS leadership on planning, territory design, and segmentation strategy - Collaborate with the Data & Analytics team on annual target setting and capacity modeling - Lead annual and quarterly planning for CS priorities and operational initiatives - Build and run operating rhythms, including QBRs, forecast and business reviews, and planning cycles **Operational Excellence** - Shape how the team engages with customers across the full lifecycle. - Own and manage CS Platform as a core part of the CS tech stack - Design and refine the CS workflow across the customer journey - Build scalable playbooks and engagement models (onboarding, adoption, renewals, expansion, risk management) - Design incentive compensation that optimizes customer outcomes **Cross-Functional Alignment** - Drive collaboration between CS, Professional Services, Sales, Product, and Marketing to operationalize clear roles and responsibilities that enable seamless handoffs, actionable voice-of-customer insights, and value-driven expansion motions **AI, Workflows and Automations** - Drive adoption of AI and automation across the CS team to streamline workflows and scale CSM capacity ### Who You Are - 5-8 years of Operations experience in Customer Success, Revenue Operations, or Business Operations in a SaaS or high-growth tech environment - Proven experience designing and implementing CS systems, workflows, and success metrics, and AI-driven automations in a mature ($100M+ ARR) revenue organization - Deep understanding of customer lifecycle management and CS platforms (e.g., Gainsight, Totango, Vitally) - Strong analytical and strategic thinking skills; comfortable translating data into insights and action - Experience designing team and individual targets and incentive compensation plans - Exceptional communication and stakeholder management abilities - Comfortable in fast-paced, scaling environments with evolving priorities - Familiarity with customer segmentation, NRR models, and renewal/expansion forecasting **Nice to Have:** - Knowledge of SQL, BI tools, or scripting for operational analytics - Pigment experience is a major bonus - EPM industry experience ### What We Offer - Competitive compensation package (Highly competitive base salary, equity package, and comprehensive benefits). - 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. - High-end equipment to do your work in the best conditions. ### How We Work **Thrive Together:** We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet. **Never Settle:** We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate Pigment community. **Go for it:** We are biased toward action. Every action leads to learning, and these learnings get us one step closer to our mission. **Be real, be humble:** We are generous with our feedback, open to changing our views, and approach conversations with empathy, knowing everyone is trying to do the best for Pigment. **Champion our Customers:** We lead with empathy, solve what matters, and deliver clarity in a complex world to make our customers heroes in their organizations.