Senior Manager, Customer Success - Public Sector

Pluralsight

6d • $156,000 - $195,000 • Hybrid

About The Position

A Senior Manager of Customer Success assists in developing and executing overall customer success strategy and renewal ARR across thousands of customers. They understand the strategic vision for Pluralsight within the customer base and will lead the customer renewals for all Public Sector accounts. They guide and coach their teams on success planning, adoption strategies, and customer critical issues, while working with peer sales directors, global CSM directors and VPs to drive renewals and expansion opportunities to achieve best-in-class gross and net retention targets. Who you’re committed to being: You enjoy learning and are open to new ways of doing things. You are not afraid to be yourself, experiment, make mistakes and learn from them, ask questions, or voice your concerns. When communicating, you are self-aware, insightful, and proactive. You are a team member first and aware that high-performing teams are only as strong as their weakest link. You believe in continuous improvement and request frequent feedback from others. What you’ll do: Deliver vision for Customer Success teams; empower and encourage your teams to drive towards targets while also focusing our customers Drive and develop new initiatives and other key programs and initiatives as required to evolve our Customer Success strategy Ensure alignment of strategy/approach between Sales and Customer Success Meet and exceed Net Retention and Gross Retention goals Support operations on behalf of your segment, such as forecasting, recruiting, training, quality assurance, CSM capacity, and customer feedback Monitor and measure customer health and proactively mitigating risk Build relationships with our top customers to foster upsell, prove value and to ultimately drive retention Experience you’ll bring: Leadership experience in Scale/Volume Customer Success Experience in leading teams through change Digital Touch/Scale Experience, including moving customers to a digital renewal process Comfortable operating in a data driven environment and working with BI tools (e.g. Tableau, Looker etc.) Established track record in conducting renewal negotiations, driving ARR, forecasting, and partnering with resellers Public Sector experience highly desired

Requirements

• Experience in customer facing roles, preferably in the SaaS industry
• Experience managing multiple teams who own the renewal transaction
• Direct experience negotiating renewals and driving ARR
• Experience in working with and implementing enterprise customer success and sales processes and methodologies
• Requires a minimum of 8 years of related or equivalent experience; or 6+ years with an advanced degree

Nice To Haves

• Leadership experience in Scale/Volume Customer Success
• Experience in leading teams through change
• Digital Touch/Scale Experience, including moving customers to a digital renewal process
• Comfortable operating in a data driven environment and working with BI tools (e.g. Tableau, Looker etc.)
• Established track record in conducting renewal negotiations, driving ARR, forecasting, and partnering with resellers
• Public Sector experience highly desired

Responsibilities

• Deliver vision for Customer Success teams; empower and encourage your teams to drive towards targets while also focusing our customers
• Drive and develop new initiatives and other key programs and initiatives as required to evolve our Customer Success strategy
• Ensure alignment of strategy/approach between Sales and Customer Success
• Meet and exceed Net Retention and Gross Retention goals
• Support operations on behalf of your segment, such as forecasting, recruiting, training, quality assurance, CSM capacity, and customer feedback
• Monitor and measure customer health and proactively mitigating risk
• Build relationships with our top customers to foster upsell, prove value and to ultimately drive retention

Benefits

• 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 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, wellness reimbursements, Pluralsight subscription, professional development funds and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees