Job Description:
A Customer Success Manager (CSM) works to engage, retain, and enable our customers to fully utilize 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 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.
When communicating you are self-aware, insightful, and proactive.
You are a team member first and individual contributor second. You are 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:
Drive forward Pluralsight’s Client Engagement Model to ensure customer and Pluralsight’s mutual success.
Take full accountability for your accounts onboarding process.
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
Experience you'll bring:
Requires a minimum of 5 years of related or equivalent experience;
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.
Ability to travel 25-50%
Requirements:
Experience with Gainsight and Salesforce.com preferred
Travel: Travel expectations differ by role. Some quota-bearing sales positions involve limited travel, while others may involve travel of up to 40%, depending on business needs.
Why you’ll love working here:
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.
Physical Requirements:
This role is primarily performed in an office or home office setting and involves standard computer-based work.
EEOC & Accommodations Statement:
Bring yourself. Pluralsight is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status. We also consider qualified applicants with criminal histories, consistent with EEOC guidelines and local laws.
If you need an accommodation to apply, interview, or perform essential job functions, please visit the bottom of our website to learn how to request an accommodation. Learn more about our commitment to diversity, equity, inclusion, and belonging in our DEIB Report.
Recruiting Scam Notice:
Please be aware of recruiting scams. We’ll only contact you from an @pluralsight.com email or verified channels. We never ask for sensitive personal info or payments as part of the hiring process. All openings are posted on our Careers page.
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