At A Glance

At Pigment, an AI-driven enterprise planning platform that's quickly making waves despite being just five years old, Greg Stimpson is transforming how customer success delivers measurable business value. Drawing on decades of industry experience, he focuses on creating strategic partnerships with enterprise clients that demonstrate quantifiable value rather than traditional support relationships. As AI increasingly handles routine support tasks, Stimpson believes human-led "white glove" service will become even more critical for high-value enterprise clients.

Who is Greg Stimpson?

Meet Greg Stimpson, Solutions principle at Pigment!

About Pigment

Pigment specializes in robust AI solutions for enterprise-level clients. Founded in 2019 with the goal of producing a business tool that was both comprehensive and easy to use, Pigment is now being used by HR Departments all over the world. 

Greg’s CX Journey

Greg Stimpson brings decades of experience to his role at Pigment, an innovative AI-driven enterprise planning and forecasting platform. Beginning his career with SAP in the mid-90s, Stimpson has consistently worked in the Enterprise Performance Management space. "I got into the industry, started with SAP back in the mid-90s, and was always working in the EPM space, working with customers," Stimpson explains.

His extensive consulting background has proven particularly valuable in customer success. "I feel like consulting is a really good background to have when you're going into customer success in general," he notes. "You just have the mindset of customer first already, and you deep dive into customers' business processes and get to know them intimately and can speak a little bit more, you know, intelligibly about different industries, verticals, et cetera."

The CX Team at Pigment

Stimpson explains how Pigment's customer experience team leverages their AI technology to help clients. "We're AI driven. So our company builds plans and forecasts based on generative AI, also agentic AI. And so it's like having your own analysts in-house just constantly generating analytics and forecasting, best case, worst case scenarios," he explains. Pigment's platform helps businesses account for factors "like tariffs or any other intangibles that are based on macroeconomic climates," enabling companies to address "the constant state of flux in your product and how you're delivering your product to the market."

Hiring Decisions

At Pigment, cultural fit is just as important as technical qualifications when building their customer success team. "There's nothing worse than ruining a culture with a couple of bad apples. So cultureis a huge thing," Stimpson explains, noting their company values an "ego-free" environment. Fit Beyond cultural alignment, genuine enthusiasm is essential. "You have to be passionate about the product. Passion sells," Stimpson states. "If you're passionate and driven and knowledgeable about that particular industry, you're golden."

CX Team Success Factors

Pigment's customer success operation has scaled rapidly, with roughly 25 agents globally and 15 in the United States. For key enterprise clients, the company offers an elevated partnership model that transcends traditional support. "We have one that's really like white glove service where every, you know your customer inside and out and they know you, you become a strategic advisor for that company," Stimpson explains. "If you're a strategic to us as a customer, we're going to be strategic to you and we're going to win," he adds, emphasizing their commitment to understanding "your business and the challenges that come along with your business, and how Pigment provides a proposition of value that you can realize."

Pigment prioritizes thorough onboarding for new customer success hires before client exposure. "We typically allow for a period of time for them to just educate," Stimpson explains, though he personally prefers immediate client interaction: "I just want to, like, tap me into customer." The company uses a mentorship approach to support new team members. "We try to isolate them from contact with any clients until they're fully onboarded," he notes, adding, "We also have a buddy system" that creates lasting connections within the organization.

Revenue Generation/AI/topics of interest 

Pigment, despite being a relative newcomer to the enterprise planning space, has quickly established itself in competitive markets. Founded just five years ago with only three years of U.S. operations, the company isn't hesitating to pursue major accounts. "Our ideal customer profile is enterprise level, you know? I mean, really, if it's, if you're, if you're a thousand employees and over, kind of in that area," says Stimpson, noting that their client roster already includes globally recognized brands. "We work with some really, really big names though. So world recognizable names, very, very big enterprise clients and all the way down to smaller companies too."

Value Delivery

In his role at Pigment, Stimpson focuses on demonstrating measurable business impact as a critical component of customer relationships. "I'm actually now at this point in my career focused entirely on that value component, which is kind of like a sales overlay to make sure that both existing customers and prospects have a good, solid, quantifiable, and qualifiable context for the value proposition of the platform," he explains. This value-first approach transforms renewal conversations into straightforward business decisions. "When you have a good, solid grasp and a perspective of value as it relates to your customer, when it comes time to renew, it's just a no-brainer," Stimpson states. "When you understand your customer's business well enough to articulate the proposition of value for your product, you're bound to have an easier renewal process."

Future Of CX and Greg’s Advice

Pigment's customer success team is preparing for an AI-driven future while focusing on what technology can't replace. "A couple of our customers, in fact, have products that deal with that exclusively, just AI agents capable of managing support and, you know, that'll take care of 80% of it," Stimpson observes. This trend makes human-driven strategic relationships even more valuable for enterprise clients. "If you're serious about customer service, I'd suggest that you elevate your game to what we were just talking about, because there are certain things that AI won't ever be able to do," he advises. "And that's that white glove, personalized customer service. You need a human being that can partner with you to make sure that you're successful." Stimpson's advice for customer success professionals centers on deeply understanding product value and communicating it effectively to clients. "Start to take a cold, hard look at a product that you're a CS lead for. Make sure you understand it and beyond anything, make sure you understand the value proposition of that tool," he emphasizes.