Sr. CX Operations Manager

il y a 2 jours

Paris, Île-de-France Pigment Temps plein
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: Cross-Functional Alignment: Drive collaboration between CS, Professional Services, 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 of Operations experience in Customer Success, Professional Services, Revenue Operations, or Business Operations in a SaaS or high-growth tech environment
  • Proven experience designing and implementing CS & PS 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 priorities, Experience supporting enterprise or B2B SaaS customer success & professional services 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.
We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent, and information will be treated confidentially.
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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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