Onboarding Manager, Customer Success

pigment

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Paris

•On-site•

Full-time

•

Posted about 1 month ago

Business

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Job Description

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.

Responsibilities

What we offer

Competitive package

Stock options to ensure you have a stake in Pigment's growth

The best health insurance with Alan Blue, entirely free for you and your family

Weekly Lunch and Lunch vouchers (Swile card) to cover your lunch breaks with total flexibility

Subscription to Egym Wellpass (ex-Gymlib) for full access to gyms, studios, and wellness spaces across France

A Learning Stipend per year, for you to develop into areas that amplify impact for your careers or personal development

Remote work stipend to have the best work station possible at home

Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London

High-end equipment (based on stock/availability) to do your work in the best conditions

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.

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

Requirements

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.

Ready to Apply?

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