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Customer Success Advocate - Toronto

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Pigment

2mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Toronto
  • Quick Apply

AI generated summary

  • You have 3+ years in customer success/SaaS, manage SMB/Mid-Market accounts, skilled in digital engagement, analytics, and content creation, with a strong commercial mindset. French is a plus.
  • You will engage with customers to drive renewals and upsell opportunities, collaborate on product feedback, deliver training, create content, and maintain accurate CRM records.

Requirements

  • 3 years of experience in customer success, account management, or a similar role within a software/SaaS company
  • You have a proven track record of effectively managing a high-volume of SMB & Mid-Market accounts; driving customer adoption, satisfaction, renewals, and expansion
  • You have experience with digital-touch customer engagement strategies, automation technologies, and platforms like PlanHat
  • You are highly skilled in the creation of written communications and visual content to support the curation of digital messaging and communication
  • You have a strong commercial mindset with the ability to take full ownership of revenue on the book of business, including renewals and expansion
  • You have excellent analytical skills to interpret customer data, identify trends, and uncover opportunities for growth and risk mitigation
  • French language proficiency is a plus
  • You are skilled in the creation of video or animated content

Responsibilities

  • Drive customer renewals by proactively engaging with customers, identifying opportunities for expansion, and demonstrating the value of continued partnership
  • Collaborate with sales teams to identify upsell and cross-sell opportunities within the existing customer base, working towards revenue expansion goals
  • Partner with the product team to gather customer feedback, relay enhancement requests, and contribute to the product roadmap based on customer needs and insights
  • Deliver virtual presentations, webinars, and training materials to educate customers on best practices, new features, and updates related to Pigment's platform
  • Create customer-facing messaging and content, including email communications, newsletters, and knowledge base articles, to effectively communicate product updates, best practices, and other relevant information
  • Maintain accurate records of customer interactions, account details, and activities within the CRM (Salesforce) and the Customer Success platform (PlanHat)

FAQs

What is the primary responsibility of a Customer Success Advocate at Pigment?

The primary responsibility of a Customer Success Advocate is to ensure customers achieve a high level of adoption and business value from using Pigment, specifically focusing on supporting a high-volume of SMB & Mid-Market accounts.

How many years of experience are required for this role?

A minimum of 3 years of experience in customer success, account management, or a similar role within a software/SaaS company is required.

Will the Customer Success Advocate have revenue ownership?

Yes, the Customer Success Advocate will have full commercial ownership for revenue on their book of business, including account renewals and expansion.

What tools will the Customer Success Advocate be utilizing?

The Customer Success Advocate will leverage PlanHat and other automation technologies to build digital-touch customer motions, as well as Salesforce for CRM.

Is French language proficiency a requirement for this position?

French language proficiency is not a requirement, but it is considered a plus.

What are some of the preferred qualifications for this role?

Preferred qualifications include experience with digital-touch customer engagement strategies, strong written communication skills, a commercial mindset, excellent analytical skills, and the ability to create video or animated content.

What types of companies does Pigment serve?

Pigment serves companies in various sectors including Tech, Retail, CPG, and Financial Services, with notable clients such as Unilever, Deliveroo, Gong, and Brex.

What is the company’s stance on diversity and inclusion?

Pigment is committed to diversity as a strength and fosters innovation. They are dedicated to enabling everyone to feel included and valued in the workplace.

What kind of work environment does Pigment promote?

Pigment promotes a collaborative work environment where teamwork is emphasized, and they encourage employees to take action and provide feedback in an empathetic and humble manner.

What benefits does Pigment offer to its employees?

Pigment offers a competitive compensation package, generous time off and parental leave policies, high-end equipment, and organizes company offsites among other benefits.

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Pigment

Pigment. Business strategy in real time.

Technology
Industry
51-200
Employees
2019
Founded Year

Mission & Purpose

At Pigment, we’re on a mission to help business teams plan, make decisions and adapt to change. We do this by bringing together people, data and processes into an intuitive, adaptable, integrated platform, so that teams can quickly build trusted strategic and operational business plans. With Pigment, they can drive growth, react to change and future-proof their business. Industry-leading companies like Klarna, Figma, Airtable, PVH and Webhelp trust Pigment every day, allowing them to make confident and accurate decisions.