Customer Success Advocate - London
London
Business – Customer Experience /
Full Time /
Hybrid
Our Story So Far:
Since our founding in 2019, Pigment has become one of the fastest-growing SaaS companies in the world today. Our product, a highly efficient Enterprise Performance Management (EPM) platform is helping companies achieve their financial goals by quickly responding to dynamic factors in their respective markets including Tech, Retail, CPG & Financial Services.
In less than 5 years, Pigment has grown to over 380 employees across offices in New York, Toronto, London & Paris and attracted a total of $393M in investment from some of the top Venture Capital firms globally.
We serve companies including Unilever, Deliveroo, Gong and Brex to name a few!
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 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, utilising 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 minimise 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.
- Create customer-facing messaging and content, including email communications, newsletters, and knowledge base articles, to effectively communicate product updates, best practices, and other relevant information.
- 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
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 HR Data Protection Notice.
