Customer Success Operations Manager
Own the strategy, planning, systems, workflows, and operating rhythms that enable Pigment’s Customer Success organization to scale. The role requires 5+ years of relevant operations experience, strong analytical and stakeholder-management skills, and expertise in CS platforms and lifecycle management.
About the job
Responsibilities
- Partner with Customer Success leadership on strategy, planning, territory design, and segmentation.
- Collaborate with Data & Analytics on annual target setting and capacity modeling.
- Lead annual and quarterly planning for Customer Success priorities and operational initiatives.
- Build and run operating rhythms, including QBRs, forecasts, business reviews, and planning cycles.
- Own and manage the Customer Success platform as part of the CS technology stack.
- Design and refine workflows across the customer journey.
- Build scalable playbooks and engagement models for onboarding, adoption, renewals, expansion, and risk management.
- Design incentive compensation plans that optimize customer outcomes.
- Drive cross-functional alignment among Customer Success, Professional Services, Sales, Product, and Marketing.
- Operationalize roles, responsibilities, handoffs, voice-of-customer insights, and value-driven expansion motions.
- Drive adoption of AI and automation to streamline workflows and increase CSM capacity.
Requirements
- 5–8 years of operations experience in Customer Success, Revenue Operations, or Business Operations within a SaaS or high-growth technology environment.
- Experience designing and implementing Customer Success systems, workflows, success metrics, and AI-driven automations in a mature revenue organization.
- Strong understanding of customer lifecycle management and Customer Success platforms such as Gainsight, Totango, or Vitally.
- Strong analytical and strategic thinking skills, with the ability to translate data into insights and action.
- Experience designing team and individual targets and incentive compensation plans.
- Exceptional communication and stakeholder management skills.
- Comfort working in fast-paced, scaling environments with evolving priorities.
- Familiarity with customer segmentation, NRR models, and renewal and expansion forecasting.
Nice to Have
- Knowledge of SQL, business intelligence tools, or scripting for operational analytics.
- Pigment experience.
- EPM industry experience.
Compensation and Benefits
- Competitive base salary, equity package, and comprehensive benefits.
- Generous time off and parental leave policies.
- High-end equipment.
Skills
Customer Success Operations, Revenue Operations, Business Operations, Customer Success Platforms, Gainsight, Totango, Vitally, AI Automation, Customer Segmentation, SQL, Business Intelligence, Incentive Compensation, Forecasting, Capacity Modeling, Nrr Models
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