Onboarding Manager, Customer Success

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, 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 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: driving engagement in training, ensuring participation in co-build activities, and accelerating time-to-value. This role is central to Pigment’s scaled delivery model and to setting customers up for long-term adoption. Key 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. Required Qualifications 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. What We Offer Competitive compensation package 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. How We Work 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. Pigment is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace. All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability, sex (including pregnancy), sexual orientation, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our HR Data Protection Notice .