Sr. Cx Operations Manager

**Join Pigment: The AI Platform Redefining Business Planning**

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 team—from Finance to HR—to 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 Gartner® Magic Quadrant for Financial Planning Software.

At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quo—all while working as one team. If you're driven by innovation and ready to make an impact at scale, we’d love to hear from you.

As Sr. CX Operations Manager, you will be the strategic, operational, and analytical backbone of our customer success & professional services team. You’ll drive the development and optimization of scalable processes, tools, and analytics that enable our CS & PS organizations to operate efficiently and deliver exceptional customer experiences.You will collaborate cross-functionally with Sales, Product, Marketing, RevOps, and Finance to drive adoption, retention, expansion, and advocacy across our customer base.

**What you'll do**:
- ** Strategy & Planning**: Partner with CS & PS leadership to define goals, forecast resource needs, refine segmentation, and design scalable customer engagement models aligned with company objectives.
- ** Operational Excellence**: Design and refine the customer journey and associated workflows, playbooks, and engagement models that increase productivity and ensure the right balance of high-touch and tech-touch customer experience. Design and manage incentive compensation that optimizes customer outcomes.
- ** Systems & Tools**: Innovate & manage the tech stack for customer success (e.g., primarily Vitally, Salesforce, and Pigment); evaluate, implement, and manage systems that support data-driven onboarding, adoption & health, renewals, and advocacy. Design & execute the CX's internal AI roadmap to increase efficiency & accelerate customer value.
- ** Analytics & Reporting**: Develop KPIs, dashboards, and operational metrics that provide proactive & predictive visibility into CS forecast & performance, customer health, product utilization and churn/expansion trends.
- **Cross-Functional Alignment**: Drive collaboration between CS, Sales, Product, and Marketing to operationalize clear roles & responsibilities that enable seamless handoffs, actionable voice-of-customer insights, and value-driven expansion motions.

**Who you are**:
- 5 to 8 years in Customer Success, Revenue Operations, or Business Operations in a SaaS or high-growth tech environment
- Proven experience designing and implementing CS systems, workflows, and success metrics in mature ($100M ARR) revenue organization
- Deep understanding of customer lifecycle management and CS platforms (e.g., Gainsight, Totango, Vitally)
- Strong analytical and strategic thinking skills; comfortable translating data into insights & action, and creating predictive forecast models Experience designing and implementing team & individual targets and incentive compensation plans
- Exceptional communication and stakeholder management abilities
- Comfortable in fast-paced, scaling environments with evolving prioritiesExperience supporting enterprise or B2B SaaS customer success teams
- Familiarity with customer segmentation, NRR models, and renewal/expansion forecasting
- **
Nice to Have**
- Knowledge of SQL, BI tools, or scripting for operational analytics Pigment experience a MAJOR bonusEPM industry experience

**What we offer**:
- Competitive package
- Equity
- Healthcare
- 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.
- Hybrid remote policy

**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 towards 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.