Senior Customer Success Manager, Strategic at Pluralsight (Remote)

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Job Description:
We are looking for a strategic, data-oriented, results-driven Strategic Customer Success Manager (CSM) to engage, retain, and enable a subset of Pluralsight's Strategic customers to fully utilize Pluralsight to achieve their desired business outcomes. This role requires you to be a strategic adviser focused on value, with a proven track record working with large scale customers, one who can develop strategy, drive usage and adoption, make Pluralsight's value visible and focus on ROI. A successful CSM builds impeccable relationships, and shows skill at achieving trusted adviser and advocate status in the customers' minds. You will work closely with your peer account executives and renewal manager to drive renewals and expansion opportunities to achieve best-in-class gross and net retention targets.

Who you're committed to being:

  • Passionate about Pluralsight's mission to democratize technology skills
  • Laser-focused on customer value
  • A team player, able to handle ambiguity, anticipate and react to changes in a rapidly evolving environment
  • Ability to listen, think logically, strategically, and tactically to solve complex problems
  • Self-motivated, demonstrating an ability to assume responsibility and work autonomously

You will accomplish this by:
  • Drive forward Pluralsight's Client Engagement Model to ensure customer and Pluralsight's mutual success. Take full accountability for your accounts in all aspects from onboarding to renewal. Anticipate customer needs and proactively mitigate risk throughout the customer life cycle, ensuring a frictionless renewal and negotiation process, and ultimately positioning your accounts for growth.
  • Ongoing customer consultation - Successfully navigate, interpret, and leverage provided tools and systems to measure and report on customer experience, customer health, product utilization, and consumed content, and realization of value drivers. Take corrective actions in a timely manner based on this visibility, and make strategic recommendations to help customers be more successful.
  • Influence change within customers to drive adoption of best practices and successful implementation.
  • Prepare and facilitate business review meetings, enablement sessions, webinars, demos, and other strategic and supportive interactions to ensure a seamless renewal.
  • A true team player, partners with sales, solution engineering, field marketing and professional services to deliver exceptional customer experiences
  • Predict and forecast risk, renewal and expansion within customer portfolio
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
  • Meet and exceed quarterly gross and net revenue retention targets, or other targets defined by the business.
  • Other duties as assigned by leadership

Other experience you should have:

  • Ability to perform a strategic discovery with customers, to uncover their business objectives, articulate the ROI around achieving those objectives, and then build a plan to achieve those outcomes.
  • Deep understanding of a successful customer success motion - able to execute the onboarding & adoption process to drive customer health.
  • Understanding of the 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 the customer base and internally. Come up with creative solutions to problems beyond provided playbooks. Take the initiative to make change.
  • Organized and capable of highly effective time management in an entrepreneurial environment. Ability to effectively prioritize time and talents, and to give effective presentations
  • Ability to operate in a fast-paced professional strategic sales environment.
  • Excellent relationship building skills at the C-Level.
  • Basic technical knowledge on development and IT solutions. Ability to understand and articulate technical concepts and derive solutions.
  • Excellent presentation skills & listening skills.
  • Bachelor's Degree, or equivalent professional experience
  • 5-7 years of progressive customer success experience or similar field (sales, pro services, consulting, technical enablement)
  • Ability to travel 50%
  • Experience with Gainsight and Salesforce.com preferred
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Technology we use

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An Insider's view of Pluralsight

How would you describe the company’s work-life balance?

Oh, it is incredible here. Pluralsight constantly reminds me how important I am to the company both personally and professionally. Pluralsight creates a space where I can work, grow, and connect with similar people in so many different parts of the world while still leaving enough room for me to focus and find joy in my personal life as well.

Chris (he/him)

Executive Assistant to the CMO

What's the biggest problem your team is solving?

The goal of a user profile is to provide a sense of identity in a personalized and centralized portfolio. Today, users provide this data in many different ways throughout the platform. Our greatest challenge is to build a unified profile with a centralized view of a user’s data to paint one clear picture of all their interactions in the platform.

Anesha (she/her)

Senior Product Manager | seeColor ERG Chair

What does career growth look like on your team?

We embrace a mindset of continuous improvement and encourage team members to take ownership of their careers. As part of that, we advise leaders and team members to co-create development plans. Whether it be up-skilling, re-skilling, or expanding their influence we believe in investing skills development and facilitating growth experiences.

Ai-ling (she/they)

SVP of Skills Content Platform

What makes someone successful on your team?

A successful individual brings their true self to work. Teams do not benefit from a group that contains like minded individuals from similar backgrounds. We learn so much from each other and about ourselves when we have a team with diverse ways of thinking and experiences. It also creates a healthy, challenging environment that befits the company.

M.A. (she/her)

Sr. Manager, Product & Technical Support

What are Pluralsight Perks + Benefits

Pluralsight Benefits Overview

LIVE YOUR BEST LIFE
In and out of the office

UNLIMITED PAID TIME OFF + 4 recharge weeks (2 company-wide, 2 individual)
Take time off when you need it. And we actually want you to use it.

PARENTAL LEAVE
Welcome your newest addition, whether by birth or placement, with 16 weeks of leave + 6 weeks of flex return.

WELLNESS
Stay on your A-game with standing desks and gym reimbursements.

MEDICAL COVERAGE
Comprehensive medical, dental and vision coverage with a few medical plan options to give you, your spouse or domestic partner and your children flexibility. Plans include mental health, infertility, bariatric, and acupuncture coverages.

TOTAL REWARDS
Feel appreciated with fair salary, bonus plans and 401k matching with immediate vesting.

OFFICE (AND HOME OFFICE) PERKS
Level-up office life with a snack wall, catered lunches and free massages, or for remote employees, make work from home work for you with our Remote Workspace Reimbursement program

TUITION REIMBURSEMENT
Learn something new and let us help you with the bill.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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