Customer Success Manager

Pluralsight

11d•$104,000 - $130,000•Hybrid

About The Position

We're hiring for a Customer Success Manager (CSM) at Pluralsight. In this role, you will work to engage, retain, and enable our customers to fully utilize our platform to achieve their desired business outcomes. As a successful CSM, you will build memorable client relationships and show ability to achieve trusted adviser status in the customers’ minds. You'll work closely with account executives to drive renewals and expansion opportunities to achieve best-in-class gross and net retention targets. Who you’re committed to being: A Strategic Growth Partner: You are committed to driving the Pluralsight Client Engagement Model forward, ensuring that every interaction results in mutual success and long-term value for both the customer and the business. An Accountable Lifecycle Owner: You take full ownership of your portfolio from onboarding to renewal, proactively anticipating needs and mitigating risks to ensure a seamless negotiation process and a clear path for expansion. A Data-Driven Strategist: You are dedicated to mastering our internal tools to interpret customer health and utilization, translating those insights into timely, corrective actions and strategic recommendations that prove ROI. A Catalyst for Change: You strive to inspire your customers to adopt industry best practices, guiding them through successful implementations and accurately forecasting the future health and growth of their portfolio. What you’ll do: 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 streamlined renewal and negotiation process, and ultimately positioning your accounts for growth Navigate, interpret, and use 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 these insights to make strategic recommendations helping customers be more successful. Inspire change within customers to drive adoption of standard methodologies and successful implementations Predict and forecast risk, renewal and expansion within customer portfolio

Requirements

Requires a minimum of 5 years of related or equivalent experience; or 3+ years with an advanced degree.
Experience in progressive customer success or similar field (sales, pro services, consulting, technical enablement)
Experience supporting global enterprise customers on both SaaS and On-Premises solutions
Experience building relationships with CTO, CIO, VP of Engineering and other senior technology leaders internally and customer facing, and the ability to network across internal pillars/departments
Ability to travel 25-50%

Nice To Haves

Experience with Gainsight and Salesforce.com preferred
An understanding of the software engineering development life cycle and workflows
Technical knowledge on development and IT solutions.
Ability to understand and articulate technical concepts and derive solutions.

Responsibilities

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 streamlined renewal and negotiation process, and ultimately positioning your accounts for growth
Navigate, interpret, and use 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 these insights to make strategic recommendations helping customers be more successful.
Inspire change within customers to drive adoption of standard methodologies and successful implementations
Predict and forecast risk, renewal and expansion within customer portfolio