Customer Success Manager - Toronto

Pigment • Toronto, ON

3d • CA$115,000 - CA$155,000 • Onsite

About The Position

Pigment is seeking a Customer Success Manager to ensure customers achieve high adoption and business value from the Pigment platform, focusing on a high-volume of SMB & Mid-Market accounts. This role is crucial in building digital-touch customer motions using Vitally and other automation technologies. The Customer Success Manager will also have full commercial ownership for revenue on their book of business, including account renewals and expansion.

Requirements

• 3+ years of experience in customer success, account management, or a similar role within a software/SaaS company.
• Proven track record of effectively managing a high-volume of SMB & Mid-Market accounts; driving customer adoption, satisfaction, renewals, and expansion.

Nice To Haves

• Experience with digital-touch customer engagement strategies, automation technologies, and platforms like Vitally.
• Highly skilled in the creation of written communications and visual content to support the curation of digital messaging and communication.
• Strong commercial mindset with the ability to take full ownership of revenue on the book of business, including renewals and expansion.
• Excellent analytical skills to interpret customer data, identify trends, and uncover opportunities for growth and risk mitigation.
• French language proficiency is a plus.
• Skilled in the creation of video or animated content.

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 (Vitally).

Benefits

• Competitive compensation package ($115,000 - $155,000 OTE CAD)
• Generous time off
• Parental leave policies
• Company offsite every year
• Brand new offices at the heart of major cities including New York, Toronto, Paris, and London
• High-end equipment

What This Job Offers

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