Senior Customer Success Operations Manager

About the Role

We're looking for a Customer Success Operations Manager to own the strategy, planning, and operational backbone of our CS organization. This role focuses on how CS plans, runs, and aligns, building the rhythms, workflows, and cross-functional connections that let the team scale efficiently while delivering a great customer experience.

This is a hybrid role based either in our Paris office or NY office.

What You'll Do

Strategy & Planning

Partner with CS leadership to set direction and keep the org running on a predictable cadence.

Partner with CS leadership on 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

Operational Excellence

Shape how the team engages with customers across the full lifecycle.

Own and manage 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 (onboarding, adoption, renewals, expansion, risk management)

Design incentive compensation that optimizes customer outcomes

Cross-Functional Alignment

Drive collaboration between CS, Professional Services, Sales, Product, and Marketing to operationalize clear roles and responsibilities that enable seamless handoffs, actionable voice-of-customer insights, and value-driven expansion motions

AI, Workflows and Automations

Drive adoption of AI and automation across the CS team to streamline workflows and scale CSM capacity

Who You Are

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, and 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 is a major bonus

EPM industry experience

What We Offer

Competitive compensation package (Highly competitive base salary, equity package, and comprehensive benefits).

We encourage you to take the time you need. When you work hard, we know you also need to rest, which is why we offer generous time off and parental leave policies.

High-end equipment to do your work in the best conditions.

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 toward 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 changing our views, and approach conversations with empathy, knowing everyone is trying to do the best for Pigment.

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.