Sr. Customer Success Manager

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.