Senior Customer Success Operations Manager

The role

Own the strategy, planning, and operations of the Customer Success organization. Build the operating rhythms, workflows, and cross-functional connections that let the team scale while delivering a strong customer experience.

What you will do

• Partner with CS leadership on direction, planning, territory design, and segmentation strategy
• Collaborate with the Data & Analytics team on annual target setting and capacity modeling
• Lead annual and quarterly planning for CS priorities and operational initiatives
• Build and run operating rhythms, including QBRs, forecast and business reviews, and planning cycles
• Own and manage the CS Platform as a core part of the CS tech stack
• Design and refine the CS workflow across the customer journey
• Build scalable playbooks and engagement models for onboarding, adoption, renewals, expansion, and risk management
• Design incentive compensation that optimizes customer outcomes
• Drive collaboration between CS, Professional Services, Sales, Product, and Marketing
• Drive adoption of AI and automation across the CS team to streamline workflows and scale CSM capacity

Required qualifications

• 5-8 years of Operations experience in Customer Success, Revenue Operations, or Business Operations in a SaaS or high-growth tech environment
• Proven experience designing and implementing CS systems, workflows, success metrics, and AI-driven automations in a 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 and action
• Experience designing team and individual targets and incentive compensation plans
• Exceptional communication and stakeholder management abilities
• Comfortable in fast-paced, scaling environments with evolving priorities
• 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
• EPM industry experience

Benefits

• Competitive compensation package with a highly competitive base salary
• Equity package
• Comprehensive benefits
• Generous time off
• Parental leave policy
• High-end equipment to do your work

Before you apply

• Pigment conducts background checks as part of hiring, which may include employment history, education, and, where legally permitted, criminal records, done with candidate consent before any contract i

About the company

Pigment is an AI-powered business planning and performance management platform used by companies such as Unilever, Uber, Anthropic, Snowflake, and Siemens. The company was founded in 2019, passed $100M in ARR in 2026, and has a team of 700+ across Paris, London, New York, Toronto, San Francisco, and Austin.