We are looking for a strategic, data-oriented, results-driven Customer Success Manager (CSM) to engage and retain some of Pluralsight’s largest customers and achieve their desired business outcomes. This role requires you to be a strategic adviser heavily-focused on value, with a consistent track record working with large scale customers, partnering alongside them to develop their strategy and to demonstrate Pluralsight’s value towards their success. A successful CSM builds outstanding relationships, loves data & understanding context behind numbers, is customer centric and shows skill at achieving trusted adviser and advocate status in the customers’ minds. You will work cross-functionally to drive strategic partnerships with a focus on regular customer communications (Running QBRs, EBRs, On-site visits, consulting customer on engagement campaigns) to drive positive results and renewals/expansion.
Who you’re committed to being:
A commercially minded individual partnering optimally with customers across industries to reach their business goals
Persuasive, committed & results driven
Strong experience in driving action & advancing strategy in large customers
High level of discernment
Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing collaborators & able to expand stakeholder map
Passionate about Pluralsight’s mission advance world’s Tech Workforce
A standout colleague, able to handle ambiguity, anticipate and react to changes in a constantly evolving environment. Driven by helping others and contributing positively to the team
Ability to listen, think logically, strategically, and tactically to tackle sophisticated problems
Self-motivated, demonstrating an ability to assume responsibility and work autonomously
Ability to travel to customers for regular in-person engagements
What you'll do:
Understanding customer needs and strategic priorities.
Proactively mitigate risk throughout the customer life cycle and ultimately positioning your accounts for continued growth.
Effectively lead activities such as: Regular customer engagements, Quarterly Business Reviews (which are rooted in business knowledge & data driven), Executive Business Engagements, Success Planning & Value led conversations to drive skill and tech strategy advancement
Building strategic relationships at the C-Level and are comfortable being the authority in the room.
Demonstrating consultative skills to work and partner effectively
A true standout colleague, partners with sales, solution architects, solution consultants, field marketing and professional services to deliver outstanding customer experiences
Effectively forecast risk, understand and positively influence account health and drive renewal and expansion within customer portfolio
Develop and share standard processes with team members to continually improve the quality, effectiveness, and efficiency of our processes.
Meet and exceed quarterly renewal rates and renewal upsell rate, or other targets defined by the business.
Curiosity about collaborating closely with leadership to continuously advance the way we deliver the best customer experience to our Strategic segment
Experience you'll bring:
Ability to perform a value-led discovery with customers, to uncover their business objectives and key priorities
Deep understanding of a successful customer success motion
Understanding of SaaS environment with its respective opportunities, benefits, and challenges. This could include license management, training on software and technology, and applicable business processes and cycles, among other things.
Self-identifies opportunities for improvement within customer book and creative solutions to problems beyond provided playbooks. Takes the initiative to make and implement change
Organized and capable of highly effective time management
Ability to operate in a fast-paced (remote first) professional environment.
Basic technical knowledge on development and IT solutions. Ability to understand and articulate technical concepts and derive solutions.
Requirements:
Excellent presentation skills & listening skills.
Bachelor's Degree, or equivalent professional experience
4-6 years of progressive customer success experience or similar field (sales, pro services, consulting, technical enablement)
Ability to travel 25%
Experience with Gainsight and Salesforce.com preferred
Travel Requirements:
While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.
Why you’ll love working here:
We’re remote- and hybrid-friendly
We’re mission driven and values guided
We have a strong commitment to diversity and belonging
We cultivate a culture of trust, autonomy, and collaboration
We’re lifelong learners and champion team member growth and advancement
We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.
About us:
We’re Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud product, teams can develop critical skills, improve processes and gain data-driven insights.
We’re a community of growth seekers and lifelong learners who are out to do big things that make a difference in people’s lives, and we’re looking for curious, talented people to join us. Our culture of trust, autonomy, and genuine collaboration create an environment where you’ll grow as a human and as a professional. Because to us, your growth is our growth, and vice versa.
Physical and Mental Requirements
Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.
EEOC Statement
Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.
For more information on Pluralsight’s commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.
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