Customer Success Lead - New York or San Francisco

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 500+ across Paris, London, New York, San Francisco, and Toronto, 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.

As a Customer Success Lead at Pigment, you will play a critical role in ensuring customers achieve lasting success while leading and empowering a team of skilled Customer Success Managers. You will build strong executive partnerships by establishing trusted advisor relationships with customer executives and sponsors, driving advocacy, satisfaction, and long-term value. A key part of your role will be defining and tracking key performance indicators for both your team and their customer accounts, creating and executing plans that deliver measurable outcomes. You will ensure a consistent and high-quality customer journey from onboarding through renewal, and you’ll handle escalations with professionalism, maintaining trust with senior stakeholders and internal teams alike.

Additional Responsibilities:

• Lead & mentor the team: Guide, coach, and support Customer Success Managers to strengthen relationships, deliver business value, and drive account growth.
• Get hands-on: Work alongside your team to manage implementations and ensure customers realize the full value of Pigment with strong adoption.
• Build executive partnerships: Establish trusted advisor relationships with customer executives and sponsors, driving advocacy, satisfaction, and long-term success.
• Drive measurable outcomes: Define and track KPIs for your team and accounts, creating and executing plans that deliver results. Ensure consistent execution of the customer journey—from onboarding through renewals. Navigate escalations with professionalism, building trust with senior stakeholders and internal teams.
• Expand business impact: Partner across customer organizations to uncover new use cases, drive expansion, and maximize business value.
• Deliver impact with excellence: Lead trainings, deliver engaging presentations, and design creative, practical solutions that inspire customers.
• Build community & thought leadership: Contribute to Pigment’s customer community through events, content, and best-practice sharing.
• Shape the product: Develop deep product expertise and collaborate closely with Product to influence vision, roadmap, and customer experience.
• Collaborate across teams: Partner with Sales, Professional Services, Partner and Product to align strategies and deliver a seamless customer experience. Share insights and feedback to inform Pigment’s roadmap and go-to-market approach.

Minimum Requirements:

• BA/BS required; MBA or advanced degree preferred, EPM or Finance Experience Preferred.
• 8 years of experience in Customer Success, Account Management, or Professional Services at a software/SaaS company.

Preferred Qualifications:

• Empathetic, empowering leader: You inspire your team while living Pigment’s values—Thrive Together, Never Settle, Go For It, and Be Real, Be Humble.
• Executive relationship builder: Proven ability to engage senior stakeholders and build trusted, long-term partnerships.
• Strong communicator & presenter: Skilled at simplifying complex solutions and delivering compelling presentations to executives.
• Strategic & analytical: Able to define goals, measure progress, and use data to drive better customer outcomes.
• Deployment expertise: Experience in implementing SaaS platforms across organizations and driving long-term adoption.
• Adaptable & resilient: Thrive in a fast-paced, high-growth environment with evolving priorities.
• Collaborative problem-solver: Bring curiosity, creativity, and a strategic mindset to customer challenges and cross-functional work.

What We Offer:

• Competitive compensation package ($210,000 - $240,000 OTE) and equity
• Flexible time off and remote work options
• A diverse, inclusive, and mission-driven team culture
• The opportunity to help shape a new category and create lasting impact

How We Work:

• Thrive Together: We win as a team, supporting each other and our customers.
• Never Settle: We strive for excellence and continuous improvement.
• Go For It: We take action, learn fast, and grow through experimentation.
• Be Real, Be Humble: We value authenticity, feedback, and a growth mindset.

$210,000 - $240,000 a year

We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent, and information will be treated confidentially.

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. All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability, sex (including pregnancy), sexual orientation, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our .