Customer Success Manager, Central Europe (Frankfurt)

As we grow our business in Central Europe, we are looking for a highly motivated Customer Success Manager (CSM) to be the first CSM in Germany - based in the Frankfurt area. You’ll ensure our customers achieve a high level of adoption and business value from using Pigment, partnering with the Central Europe Revenue team to grow a core region in Pigment’s strategy.

You will play a crucial role in developing a trusted advisor relationship with customer executive sponsors while establishing measurable goals & KPIs.This role is both commercial and technical, our Customer Success team is measured on Net Dollar Retention. You will be responsible for managing a portfolio of Corporate & Enterprise accounts, whilst helping to set the broader plans for the Central Europe Region.

• Develop clear Success & Value Realisation plans, managing champions and aligning stakeholders to deliver business outcomes for the customer.

• Navigate through multiple departments within an organisation to expand use cases and the business value of Pigment. Driving ARR and reducing risks across your portfolio.

• Oversee customer implementations of Pigment, ensuring that customers understand the platform's value and attain a high level of adoption

• Deliver awe-inspiring presentations; provide recommendations on insightful best practices, and structure creative solutions to optimize engagement.

• Lead the development of the Pigment community through thought leadership, events, and developing best practices.

• Develop deep product expertise and creativity, working closely with our product team on the product vision and roadmap.

• You have significant 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 broad range of Corporate and Enterprise accounts, driving customer adoption, satisfaction, renewals, and expansion.

• You have experience with AI customer engagement strategies, automation technologies and platforms.

• 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 curiosity in new technology adoption and enjoy working with best in class Products.

• You have excellent analytical skills to interpret customer data, identify trends, and uncover opportunities for growth and risk mitigation.

• You have outstanding communication and interpersonal skills, with the ability to build rapport and maintain strong relationships with customers at all levels.

• You are results-oriented with a proactive and strategic approach to problem-solving in a fast-paced, dynamic environment.

• Fluent in English and German.

• You are self-motivated and adaptable, with the ability to work both independently and collaboratively within cross-functional teams.

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

• 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