Pigment
Onboarding Manager, Customer Success
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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, feature-rich solution, empowering 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. Industry leaders like Unilever, Snowflake, Siemens, and DPD use Pigment daily to make more informed decisions and confidently navigate any scenario.
With a team of 600+ across Paris, London, New York, Toronto, San Francisco, and Austin, we've raised nearly $400M from top-tier investors and were named a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software.
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.
The Role: Onboarding Manager
The Onboarding Manager ensures new Pigment customers achieve early success by guiding them through a consistent, structured, and scalable onboarding journey.
While implementation partners lead technical model-building, you orchestrate the customer’s experience:
- Drive engagement in training
- Ensure participation in co-build activities
- Accelerate time-to-value
This role is central to Pigment’s scaled delivery model and to setting customers up for long-term adoption.
Key Responsibilities
Core Deliverables
- Lead customers through a standardized onboarding program, focusing on readiness, enablement, and early adoption, while 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 (Customer Success Managers), Implementation Partners, and Solutions teams to ensure customers achieve their initial success criteria and are prepared for handoff into ongoing adoption.
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Scalability & Improvement
- Create, maintain, and improve scalable onboarding documentation, guides, templates, and digital resources.
- Track and report on onboarding KPIs, including:
- Time-to-value
- Milestone completion rates
- Training participation rates
- Identify onboarding insights or systemic blockers and recommend improvements to processes, tooling, and customer education programs.
What We Offer
Compensation & Benefits
- Competitive package
- Stock options to ensure you have a stake in Pigment’s growth
- Free health insurance for you and your family via Alan Blue
- Weekly lunch and lunch vouchers (Swile card) with total flexibility
- Subscription to Egym Wellpass (formerly Gymlib) for full access to gyms, studios, and wellness spaces across France
- Learning stipend per year to develop skills that amplify your career or personal growth
- Remote work stipend to equip your home workspace
- Entirely new offices at the heart of major cities (New York, San Francisco, Toronto, Paris, and London), plus one company offsite every year
- High-end equipment to ensure premium working conditions
Culture & Growth
- Generous time off and parental leave policies
- A vibrant, inclusive culture where all voices and backgrounds are valued
- Equal opportunity employer—committed to diversity and fostering innovation
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Required Qualifications
Essential Experience & Skills
- 4+ years of experience in:
- Onboarding
- Customer success
- Project coordination
- Training
- Implementation support
- Within a SaaS environment
- Strong ability to:
- Communicate with customers (guidance, coaching, motivation)
- Manage high-volume customer cohorts or structured programs
- Organize workflows and timelines with efficiency
- Interpret onboarding data and escalate risks effectively
Ideal Background
- Experience working with or alongside implementation partners or professional services teams
- Familiarity with domains such as:
- Planning
- Finance
- Analytics
Key Principles of How We Work
- Thrive Together: We succeed as one team—our mission transcends individual goals. Founder mentality applies to all.
- Never Settle: We aim for excellence, balancing rigor with ambitious growth.
- Go for It: Bold actions, even imperfect ones, lead to learning and progress.
- Be Real, Be Humble: We embrace empathetic feedback, evolve our perspectives, and operate with kindness.
- Champion our Customers: We solve for real pain points, deliver clarity, and empower customers to excel.
Important Notes
Pigment conducts background checks in compliance with global hiring laws. This includes verification of employment history, education, and (where permitted) criminal records—all conducted lawfully and confidentially with your consent.
We are committed to an inclusive workplace where diversity fuels innovation. Qualified candidates will be considered without regard to age, gender, sexual orientation, disability, or any protected characteristic.
Pigment is hiring immediately for this position.
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