Director of Customer Success, APAC

Job Description:

We are looking for a strategic, results-driven Director of Customer Success, APAC to engage, retain, and enable Pluralsight’s strategic customers. This team is also responsible for customer retention and all negotiations involved in optimising contract value. This leader will create an efficient and impactful customer experience that helps our customers realise Pluralsight Value from their investments.  This leader will be responsible for recruiting, hiring and managing our Customer Success team. This position will require close working partnerships with a number of other Pluralsight teams, namely: Sales teams, Professional Services, Support, Revenue Strategy Operations, Enablement, Finance, and Legal.

Who you are:

• You use data, empathy and good judgment to approach business and people opportunities

• You are an amazing communicator and effective influencer with organization and strategic thinking skills. People trust and follow you.

• You are competitive with yourself, yet collaborative with other team members up, down, and across the business

• You use data, empathy and good judgment to approach business and people opportunities

• You are a team player, able to handle ambiguity, anticipate and react to changes in a rapidly evolving environment

• You are an inquisitive, critical thinker who is always looking for how things can work better

• Eye-on-the-prize kinda person- You love to win, just like the other Sales and Success teams you collaborate with.

What you'll own:

• Meet and exceed renewal targets - Guide your teams to renew customer contracts ranging in size. Meet or exceed Renewal Rate (RR) targets of >85%. Nurture a healthy partnership with the sales organisation to ensure Renewal and Upsell (RUR) in this segment of >100%. Oversee account ratios and team structures to achieve retention targets.

• Own your business - Be fully accountable for every aspect of the business  as if you truly owned this business. Maintain accuracy of SFDC and Gainsight data and data integrity across any other repository / platform. Run effective meetings and help create a culture of accountability within your organisation. Manage and take accountability for negotiated non-standard contractual terms and conditions. Determine key performance indicators and globally and manage your team against these to ensure healthy activity that will lead to desirable performance outcomes. Strive for accurate forecasting and consistently communicate results to the CRO and broader Revenue leadership team. Travel on an as-needed basis to meet with your dispersed team members.

• Be a trusted partner - Be a reliable partner to Customer Success and Sales leadership.  Partner effectively and cross-functionally with teams supporting this customer segment (Customer Success CoE, RSO, Product, People Ops, Enablement, etc.) and be a voice for our customer base. Provide input on strategic decisions and advocate for necessary changes to improve performance in this segment. Review and reflect on churn experienced in this region, and advocate for changes across cross-functional internal stakeholders to address those challenges / opportunities.

• Lead your team - Recruit, hire, train and manage the Customer Success Manager (CSM) team for our Strategic and Public Sector segments, including leaders and individual contributors. Oversee onboarding and enablement efforts (in partnership with the Enablement team) to minimise ramp time for new employees. Foster learning and development and provide opportunities for team members to grow through expanded responsibilities, mobility and leadership roles. Conduct recurring team meetings, 1-on-1s and quarterly business reviews as well as less formal employee touch points.

• Leverage internal and external tools to maximize customer information - maximize success with world class SaaS toolkit (Salesforce, Gainsight, Salesloft, Marketo, etc.). Leverage tools to streamline customer renewal experience, understand competitive trends and analyse customer feedback.

Experience you'll need:

• Track record of exceeding performance targets as a commercial leader, including Customer Success or Sales

• Experienced in complex negotiations and managing a large volume of accounts a plus

• Understanding of a SaaS sales and renewal cycle - forecasting, communicating, negotiating, closing

• Demonstrable experience leading large, dispersed teams at a global level

• Strong analytical skills and ability to draw insights from macro and micro datasets

• Strong interpersonal and communication skillset; in addition, must have the ability to synthesize complex business challenges and create clear solutions and messages for audiences at various level

Qualifications:

• 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.

• Sold or renewed enterprise software solutions agreements to IT, Learning, and Engineering, and tech leader decision makers within the Engineering Org

• Negotiated with customer procurement teams to sell or renew B2B SaaS products

• Experience supporting SMB, Mid-Market, and Enterprise customers

• Proven track record of recruiting, training/developing and retaining high-performing talent

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

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.

This role is primarily performed in an office or home office setting and involves standard computer-based work.

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.

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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