pigment - Onboarding Manager, Customer Success
Requirements
• 4+ years of experience in onboarding, customer success, project coordination, training, or implementation support in a SaaS environment. • Strong customer communication skills with the ability to guide, coach, and motivate diverse user groups. • Experience managing high-volume customer cohorts or running structured programs. • Strong organizational skills and comfort operating with structured workflows and timelines. • Ability to interpret onboarding data and escalate risks effectively. • Ideally you'll have: • Experience working with or alongside implementation partners or professional services teams. • Experience in planning, finance, analytics, or similar domains.
Responsibilities
• Lead customers through a standardized onboarding program focused on readiness, enablement, and early adoption; ensuring alignment with implementation partners who own technical delivery. • Drive customer engagement with Pigment Academy, co-build sessions, and onboarding milestones to ensure users gain foundational product skills. • Monitor onboarding progress and proactively surface risks related to participation, resourcing, or misalignment of expectations. • Partner with CSMs, Implementation Partners, and Solutions teams to ensure customers achieve their initial success criteria and are prepared for handoff into ongoing adoption. • Create, maintain, and improve scalable onboarding documentation, guides, templates, and digital resources. • Track and report onboarding KPIs including time-to-value, milestone completion, and training participation rates at scale. • Identify onboarding insights or systemic blockers and recommend improvements to processes, tooling, and customer education programs.
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 • Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, London, San Francisco and Austin coming soon! • High-end equipment (based on stock/availability) to do your work in the best conditions • We are hiring to fill an immediate opening for this position. • 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 • 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 • We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent, and information will be treated confidentially.
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