Senior Customer Success Operations Manager

Join Pigment: The AI Platform Redefining Business Planning Pigment is the AI-powered business planning and performance management platform built for agility and scale. We connect people, data, and processes in one intuitive platform, with AI agents that work alongside every team, from Finance to HR, to build, adapt, and align strategic plans in real time. Founded in 2019, Pigment is one of the fastest-growing SaaS companies globally, passing $100M in ARR in 2026 and doubling revenue for the second year in a row. Industry leaders like Unilever, Uber, Anthropic, Snowflake, and Siemens use Pigment every day to make better-informed decisions and navigate any scenario with confidence. In October 2026, we raised a $250M Series E at a $2.3B valuation, bringing our total funding to $650M+. Today we’re a growing team of 700+ across Paris, London, New York, Toronto, San Francisco, and Austin, and we’ve been named a Visionary in the Gartner® Magic Quadrant™ for Financial Planning Software two years running. At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quo - all while working as one team. If you’re driven by innovation and ready to make an impact at scale, we’d love to hear from you. 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 ind