About this role
What You'll Do
As we grow our Central Europe business, we are looking for a highly motivated Customer Success Manager (CSM) to be the first CSM in Germany - based in the Frankfurt area. You’ll ensure our customers achieve a high level of adoption and business value from using Pigment, partnering with the Central Europe Revenue team to grow a core region in Pigment’s strategy.
You will play a crucial role in developing a trusted advisor relationship with customer executive sponsors while establishing measurable goals & KPIs.This role is both commercial and technical, our Customer Success team is measured on Net Dollar Retention. You will be responsible for managing a portfolio of Corporate & Enterprise accounts, whilst helping to set the broader plans for the Central Europe Region.
- Develop clear Success & Value Realisation plans, managing champions and aligning stakeholders to deliver business outcomes for the customer.
- Navigate through multiple departments within an organisation to expand use cases and the business value of Pigment. Driving ARR and reducing risks across your portfolio.
- Oversee customer implementations of Pigment, ensuring that customers understand the platform's value and attain a high level of adoption
- Deliver awe-inspiring presentations; 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.
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 a broad range of Corporate and Enterprise accounts, driving customer adoption, satisfaction, renewals, and expansion.
- You have experience with AI customer engagement strategies, automation technologies and platforms.
- 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 curiosity in new technology adoption and enjoy working with best in class Products.
- 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.
- Fluent in English and German.
- You are self-motivated and adaptable, with the ability to work both independently and collaboratively within cross-functional teams.
What We Offer
- Competitive package
- Stock options to ensure you have a stake in Pigment's growth
- Bike2work scheme – save on a new bike and gear while commuting the greener way
- Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London
- High-end equipment (based on stock/availability) to do your work in the best conditions
- Remote-friendly environment
How We Work
- Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organisations
- 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 towards 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 change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment