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Sr. Customer Success Manager

4 months ago

Greater Boston Area, United States Pluralsight Full time

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.
What you'll own:

  • 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
  • Ability to travel 25-50%
  • Experience with Gainsight and preferred
  • Requires a minimum of 8 years of related or equivalent experience; or 6+ years with an advanced degree.

Travel Requirements
While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.
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 product, 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.
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.
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