What are the responsibilities and job description for the Sr. Customer Success Manager position at Pluralsight?
Job Description :
A Senior Customer Success Manager (CSM) works to engage, retain, and enable our customers to fully apply our platform to achieve their desired business outcomes. A successful CSM builds memorable client relationships and shows ability to achieve trusted adviser status in the customers’ minds. They work closely with account executives to drive renewals and expansion opportunities to achieve outstanding gross and net retention targets.
Who you’re committed to being :
You are dedicated to deeply engaging with our customers, ensuring they derive maximum value from our platform to meet their business objectives.
You build and champion long-lasting relationships, establishing yourself as a trusted adviser who understands and anticipates customer needs.
Your are committed to delivering an outstanding customer experience and achieving business outcomes, which drives your success!
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.
Experience you’ll bring :
Experience in progressive customer success or similar field (sales, pro services, consulting, technical enablement)
Experience supporting global enterprise customers on both SaaS and OnPremises 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
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
Requirements :
Ability to travel 25-50%
Experience with Gainsight and Salesforce.com preferred
Requires a minimum of 8 years of related or equivalent experience; or 6 years with an advanced degree.
Why you’ll love working here :
We’re remote- and hybrid-friendly
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 and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.
About us :
We’re Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud products, teams can develop critical skills, improve processes and gain data-driven insights.
Learning and development are at the core of who we are. We’re out to help every technologist build better, and we’re looking for curious, talented people to help us inspire and empower the tech workforce to achieve their goals. Our culture of autonomy, continuous learning, and collaboration creates an environment for growth and empowers us to drive impact through innovation.
