Customer Success Lead

Pigment • San Francisco, CA

2d • $188,000 - $282,000

About The Position

As the Regional Customer Success Lead for North America, you will help Pigment customers achieve lasting success while mentoring and empowering a team of Customer Success Managers. You will help lead and shape a growing regional team and support the development of broader markets. The role combines team leadership with hands-on customer engagement, including implementation support, adoption, executive relationship building, renewals, and account growth.

You will work cross-functionally with Sales, Professional Services, Partners, and Product to deliver a seamless customer experience and share customer insights that inform Pigment’s roadmap and go-to-market approach. You will define and track KPIs, guide execution of the customer journey, navigate escalations, identify expansion opportunities, contribute to customer community and thought leadership initiatives, and develop deep product expertise to help shape the product and customer experience.

Requirements

• Proven ability to engage senior stakeholders and build trusted, long-term partnerships.
• Strong communication and presentation skills, including the ability to simplify complex solutions and present compellingly to executives.
• Ability to define goals, measure progress, and use data to improve customer outcomes.
• Experience implementing SaaS platforms across organizations and driving long-term adoption.
• Ability to thrive in a fast-paced, high-growth environment with evolving priorities.
• Collaborative problem-solving skills, curiosity, creativity, and a strategic mindset for customer challenges and cross-functional work.
• Empathetic, empowering leadership style aligned with Pigment’s values.

Responsibilities

• Guide, coach, and support Customer Success Managers to strengthen customer relationships, deliver business value, and drive account growth.
• Partner with Sales, Professional Services, Partners, and Product to align strategies and deliver a seamless customer experience.
• Share customer insights and feedback to inform Pigment’s product roadmap and go-to-market approach.
• Work alongside the team to manage implementations and ensure customers achieve strong adoption and value from Pigment.
• Build trusted-advisor relationships with customer executives and sponsors to drive advocacy, satisfaction, and long-term success.
• Define and track KPIs for the team and accounts, and create and execute plans to deliver measurable results.
• Ensure consistent execution of the customer journey from onboarding through renewals.
• Navigate escalations professionally and build trust with senior stakeholders and internal teams.
• Identify new use cases across customer organizations, drive expansion, and maximize business value.
• Contribute to Pigment’s customer community through events, content, and best-practice sharing.
• Develop deep product expertise and collaborate with Product to influence product vision, roadmap, and customer experience.

Benefits

• Competitive base salary and variable compensation
• Stock options
• Medical, dental, and vision coverage
• 401(k)
• PTO
• Brand-new offices in major cities including New York, Austin, San Francisco, and Toronto
• High-end equipment, based on stock and availability
• One company offsite every year

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed