Sr. Strategic Customer Success Manager

Job Description:

We are looking for a strategic, data-oriented, results-driven Sr. Customer Success Manager (CSM) to engage and retain some of Pluralsight’s largest Strategic 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, Engagement Campaigns, 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

• Experience within the Leaning industry beneficial but not mandatory

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 to customer meetings required

• 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.
For this role, face to face meetings with customers are required.
 

Why you’ll love working here:

• We’re a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location

• We’re mission driven and values guided by our culture pillars

• 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:
Pluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today’s tech workforce. Thousands of companies, government organizations and individuals around the world rely on Pluralsight to support critical technology skill development in areas that are crucial to innovation including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning. Pluralsight provides highly curated content developed by vetted technology experts, industry leading skill assessments, and hands on, immersive learning experiences designed to help individuals skill-up faster.

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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