What are the responsibilities and job description for the Sr. Customer Success Manager position at Pluralsight, LLC?
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:
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.
The annual base salary variable for this role is $144,000 - $160,000 USD. Pluralsight's pay ranges vary based on work location. Talent Acquisition can share more detail during the hiring process when applicable. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. In addition to the base salary and variable, this role may also be eligible for benefits and bonuses.
Applications will be accepted on an ongoing basis.
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Salary : $144,000 - $160,000
