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Customer Success Advocate - Toronto

extra holidays

Remote:

Hybrid

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Toronto (CA)

Offer summary

Qualifications:

3 years of experience in customer success or account management, Proven track record managing SMB and Mid-Market accounts, Experience with digital-touch customer engagement and automation technologies, Highly skilled in creating written communications and visual content, French language proficiency is a plus.

Key responsabilities:

Ensure high levels of customer adoption and value from Pigment
Drive customer renewals and identify expansion opportunities
Collaborate with sales and product teams for upsell initiatives
Deliver virtual presentations and training on best practices
Maintain accurate records of customer interactions in CRM and Customer Success platforms

Pigment https://gopigment.com/

201 - 500 Employees

HQ: Paris

See more Pigment offers

Job description

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 400 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!

What you'll do:

As a Customer Success Advocate (CSA), you’ll ensure our customers achieve a high level of adoption and business value from using Pigment, with a specific focus on supporting a high-volume of SMB & Mid-Market 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.

Additional Responsibilities:

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.

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.

Maintain accurate records of customer interactions, account details, and activities within the CRM (Salesforce) and the Customer Success platform (PlanHat).

Minimum Requirements:

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 SMB & Mid-Market accounts; driving customer adoption, satisfaction, renewals, and expansion.

Preferred Qualifications:

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.

French language proficiency is a plus

You are skilled in the creation of video or animated content

What we offer:

Competitive compensation package

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 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 change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment.

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.