Team Lead, Success Advisory / Technical Account Manager's

Pigment•Bethel, NY

16h

About The Position

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 teamâfrom Finance to HRâto 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 GartnerÂ® Magic Quadrantâ¢ for Financial Planning Software. At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quoâall while working as one team. If you're driven by innovation and ready to make an impact at scale, weâd love to hear from you. The Success Advisory team provides expertise across the Customer Success organization through: -Paid offerings: We design, own and deliver Pigment Success Plans, structured packages that support customers on Solution Architecture, Technical Solutions and Change Management. -Strategic Engagements: We lead expert engagements in Solution Architecture, Technical Solutions and Change Management that are critical to customersâ success. Our mission is to deliver high-impact expertise engagements that drive adoption and long-term customer success. As the Team Lead, Success Advisory - AMER, you will drive the strategic expansion of Pigmentâs Success Advisory team, ensuring enterprise customers maximize the value of their investment. You will lead a team of experts delivering high-impact technical and change management guidance through both PSPs and strategic engagements.

Requirements

8+ years in customer-facing roles, with experience in Enterprise SaaS products.
2+ years experience building and leading a team
Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment
Strong operational and technical skills (EPM, Solution Architecture, SQL, API).
Exceptional communication skills and the ability to collaborate cross-functionally.
Data-driven approach to strategy and optimization.

Nice To Haves

Visionary leader who aligns technical solutions with business outcomes.
Demonstrated ability to design and scale innovative success programs that deliver measurable business impact.
Deep understanding of customer success, technical advisory, and enterprise clients needs.
Collaborative and inspiring team leader.

Responsibilities

Regional Leadership: Define and execute the AMER strategy for Success Advisory, ensuring alignment with company goals and customer needs.
Scale and enhance the Success Advisory function in AMER, ensuring continuous improvement and innovation in how we deliver technical and strategic advisory services.
Build and lead a high-performing team specializing in Pigment Success Plans.
Pigment Success Plans: Oversee the design and delivery of Pigment Success Plans in AMER
Enhance our offering based on client feedback, best practices and collaboration with other teams.
Ensure high-quality, personalized or scaled experiences depending on the segment.
Operational Excellence: Establish operational frameworks for efficient Pigment Success Plans delivery.
Track KPIs and use analytics to optimize service offerings.
Ensure thorough documentation of advisory engagements.
Cross-Functional Collaboration: Partner with Product, R&D, Professional Services and Customer Success teams, providing AMER-specific feedback.
Collaborate with GTM teams to identify upsell opportunities.
Represent the AMER customer voice to influence the product roadmap.
Become a cornerstone of our success organization by providing expertise in various areas.
Team Development: Recruit, mentor, and develop a diverse team of experts.
Promote a culture of collaboration and continuous learning, empowering team members to contribute ideas and drive customer success..
Customer Impact: Increased adoption, retention and expansion for customers engaged in Success Advisory Plans.
Operational Excellence: Improved efficiency in service delivery, measured through engagement completion rates (i.e. Delivery Rate) and customer feedback (CSAT, NPS).
Revenue Growth: Contribution to expansion revenue through upsell/cross-sell of Premium Success Plans.