Customer Success Lead - San Francisco

What You’ll Do:

• Lead and coach the team: Guide, coach, and support Customer Success Managers to strengthen relationships, deliver business value, and drive account growth.

• Collaborate across teams: Partner with Sales, Professional Services, Partners, and Product to align strategies and deliver a seamless customer experience. Share insights and feedback to inform Pigment’s roadmap and go-to-market approach.

• Get hands-on: Work alongside your team to manage implementations and ensure customers realize the full value of Pigment with strong adoption.

• Build executive partnerships: Establish trusted advisor relationships with customer executives and sponsors, driving advocacy, satisfaction, and long-term success.

• Drive measurable outcomes: Define and track KPIs for your team and accounts, creating and executing plans that deliver results. Ensure consistent execution of the customer journey, from onboarding through renewals. Navigate escalations with professionalism, building trust with senior stakeholders and internal teams.

• Expand business impact: Partner across customer organizations to uncover new use cases, drive expansion, and maximize business value.

• Build community and thought leadership: Contribute to Pigment’s customer community through events, content, and best-practice sharing.

• Shape the product: Develop deep product expertise and collaborate closely with Product to influence vision, roadmap, and customer experience.

Who You Are:

• Empathetic, empowering leader: You inspire your team while living Pigment’s values: Thrive Together, Never Settle, Go For It, and Be Real, Be Humble.

• Executive relationship builder: Proven ability to engage senior stakeholders and build trusted, long-term partnerships.

• Strong communicator and presenter: Skilled at simplifying complex solutions and delivering compelling presentations to executives.

• Strategic and analytical: Able to define goals, measure progress, and use data to drive better customer outcomes.

• Deployment expertise: Experienced in implementing SaaS platforms across organizations and driving long-term adoption.

• Adaptable and resilient: Thrive in a fast-paced, high-growth environment with evolving priorities.

• Collaborative problem-solver: Bring curiosity, creativity, and a strategic mindset to customer challenges and cross-functional work.

What We Offer:

• Competitive base salary and variable compensation (SF: $220,000 - 250,000)

• Stock options, so you have a stake in Pigment’s growth

• Medical/dental/vision, 401(k), PTO

• Brand new offices in major cities including New York, Austin, San Francisco, and Toronto

• High-end equipment (based on stock/availability)

• One company offsite every year

How We Work:

• Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organizations.

• 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.