Head of Customer Success EMEA

Pigment; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

A prominent SaaS company in London is seeking a Head of Customer Success for EMEA. This role involves leading the Customer Success organization, managing Team Leads, and driving product adoption. The ideal candidate will have proven B2B SaaS leadership experience, strong communication skills, and the ability to engage with senior stakeholders. The position is based in either London or Paris and offers a competitive package.

Benefits

Competitive package

Stock options

Health insurance

Lunch vouchers

Gym access subscription

New offices in major cities

High-end work equipment

Remote-friendly environment

Qualifications

• Proven people leader managing multi-country CSM teams in B2B SaaS.
• Track record improving NDR through programmatic adoption.
• Excellent communication skills in English; French is a plus.

Responsibilities

• Lead and develop the EMEA CS organization.
• Manage and coach NEMEA and SEMEA Team Leads.
• Establish clear goals and territory focus.
• Own regional outcomes and deliver NDR targets.
• Engage with executive customers on strategic accounts.

Skills

People leadership

B2B SaaS experience

Executive communication

Cross-functional collaboration

Operational discipline

AI tools familiarity

Storytelling

Commercial acumen

KPI-driven reviews

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

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 500+ across Paris, London, New York, San Francisco, and Toronto, 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.

Role summary

We are seeking a Head of Customer Success for EMEA to drive adoption, value realization, and NDR across the region. You will directly manage our Team Leads (NEMEA and SEMEA), set the operating cadence for the current CSMs, lead on the hiring and expansion of the team, and orchestrate cross-functional motions with Sales, Solutions Consulting, Partners, Professional Services and Scaled Solutions. The ideal leader combines people management, executive customer engagement, and data-driven operational rigor. We are looking for someone based in Paris or London.

What you’ll do

• Lead and develop the EMEA CS organization
• Manage and coach the NEMEA and SEMEA Team Leads and, through them, CSMs
• Establish clear goals, territory focus, and capacity plans across sub-regions
• Own regional outcomes
• Deliver NDR targets, improve product adoption breadth and depth, and reduce risk via systematic health reviews and save plans
• Maximize our platform adoption with a strong focus on AI Agent
• Executive customer engagement
• Act as an executive sponsor on strategic accounts and run outcome-focused QBRs, ROI reviews, and success narratives
• Standardize the EMEA CS operating system
• Codify playbooks for onboarding, adoption, risk management, and expansions
• Leverage Scaled Solutions and community programs to amplify reach and consistency
• Cross-functional orchestration
• Partner with Sales and SC on expansion strategy and account plans
• Engage Partners and Professional Services to align with The Pigment Frame delivery methodology and quality standards
• Participate directly with Product, Engineering, and other leaders across the business to drive company vision
• Voice of the Customer
• Channel structured feedback to Product to influence roadmap and improve end-to-end experience
• Hiring and enablement
• Shape EMEA hiring profiles, support recruitment, and ensure ongoing enablement for Team Leads and CSMs

Key outcomes

• Meet or exceed EMEA NDR targets
• Predictable risk forecasting and timely mitigation across sub-regions (GRR)
• Maximize adoption of Pigment with measurable gains
• Strong, referenceable executive relationships and expansion momentum
• Efficient leverage of Cross-Functionnal teams.

What we’re looking for

• Proven people leader in B2B SaaS Customer Success, managing Team Leads and multi-country CSM teams
• Track record improving NDR through programmatic adoption and systematic risk management
• Executive presence and storytelling with VP/C-level stakeholders
• Commercial acumen across renewals and expansions
• Familiar and interested by AI tools
• Operational discipline: forecast hygiene, account planning, and KPI-driven reviews
• Strong cross-functional leadership with Sales, SC, Partners, and Services
• Excellent communication skills and crisp written storytelling in French / English; additional European languages are a plus

Nice to have

• Experience with planning/EPM platforms
• Familiarity with EMEA GTM nuances and multi-market governance

Location and travel

• Based in Paris, with regular time in other hubs as needed (London) or vice versa.
• Travel to key customers, team offsites, and community events across the region

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
• 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
• Remote-friendly environment

How we work

• Thrive Together: We win as a team - acting as founders and doing the right thing for our peers, customers, partners, and planet.
• Never Settle: We push boundaries with ambition and rigor, building a passionate Pigment community.
• Go For It: We're biased towards action. Every step fuels learning and brings us closer to our mission.
• Be Real, Be Humble: We value feedback, empathy, and openness - knowing we're all striving to do our best.
• Champion Our Customer: We lead with empathy, simplify complexity, and make our customers heroes in their organisations.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.