Senior Project Manager, Digital Customer Success

Pluralsight

1d•$98,800 - $130,000•Hybrid

About The Position

Ready to bring structure and momentum to a team that's reshaping how customers learn and grow with Pluralsight? We're looking for an organized, driven Senior Project Manager to join our Digital Customer Success team. You'll keep multiple strategic and operational programs on track, help improve our digital, low-touch customer experience, and be the day-to-day point of contact and first line of escalation for our offshore team. You'll partner with colleagues across Customer Success, Sales, Marketing, Product, Data Science, Support, and Professional Services, and the work you do will help more people build the technology skills that matter. This is a remote role in a mission-driven, inclusive environment where you'll keep learning and growing.

Requirements

Bachelor's degree
6+ years of experience in project management, program coordination, or operations roles
Experience in SaaS or another recurring-revenue business model
Experience managing multiple concurrent projects or workstreams with competing deadlines
Experience building and maintaining status reports, project plans, or similar documentation for cross-functional stakeholders
Experience collecting, organizing, and presenting data to inform decisions or report on project or program outcomes
Experience coordinating with or supervising a distributed, offshore, or vendor team
Familiarity with CRM and customer success tools such as Salesforce, Gainsight, Pendo, Zendesk, or Tableau
Experience guiding a team or working with vendor or offshore partners without formal authority, with a coaching mindset and the ability to set clear expectations
Experience in customer success, support, sales, or another customer-facing role, or in supporting those teams, ideally including a SaaS sales and renewal cycle
Strong cross-functional collaboration skills, plus the ability to analyze usage and behavior data, spot patterns, and tell a clear story with it to audiences from team members to senior leaders
Empathetic, strategic decision-making grounded in context and data, with comfort with changing priorities and strong organization and attention to detail across many workstreams
Strong Slack fluency, or the drive to quickly become an exceptional Slack user, with clear, visible communication and good channel habits
Experience in complex organizational settings, such as a PMO or teams spread across time zones
Applicants must have the existing legal right to work in the country where this role is located, on an ongoing basis, without any sponsorship or assistance from the Company.

Nice To Haves

a PMP or similar certification, or exposure to multiple project management methodologies

Responsibilities

Lead day-to-day work with our offshore team: answer their questions, escalate issues early, make sure they're meeting defined measures of success, and report on their progress to Digital CS leadership
Keep projects and programs moving by communicating status clearly, flagging risks early, and suggesting ways to address them, including managing timelines and deliverables for ad hoc Digital CS projects
Partner with Success Operations and Digital Program Managers to launch and improve digital journeys, including drafting and scheduling communications, building workflows in Gainsight, testing before launch, and coordinating copy and cross-functional input
Support our Customer Education team's webinars, onboarding sessions, and academy content by building project plans, organizing collaborators, and managing timelines, plus handling logistics from scheduling and platform setup to follow-up
Partner with Digital Strategy and Operations on processes and tactics that address at-risk customers and drive our retention and upsell strategies
Turn project data into clear analyses and visuals that help stakeholders make decisions and see the impact of our programs, while keeping key data clean, accurate, and accessible
Build and maintain team templates, briefs, and status reports, and keep content current in Highspot, Confluence, and Jira
Support hiring and onboarding for new Digital CS teammates by coordinating interview logistics, building onboarding plans, and helping new hires ramp
Build regular presentations and a team newsletter that highlight the team's work for leadership and the broader organization.