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Sr. Customer Success Manager, Enterprise
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Senior Customer Success ManagerA Senior 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.You are not afraid to be yourself, experiment, make mistakes and learn from them, ask questions, or voice your concerns.When communicating you are self-aware, insightful, and proactive.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 solutionsExperience 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/departmentsAn understanding of the software engineering development life cycle and workflowsTechnical knowledge on development and IT solutions. Ability to understand and articulate technical concepts and derive solutions.Experience with Gainsight and Salesforce.com preferredAbility to travel 25-50%Requirements:Requires a minimum of 8 years of related or equivalent experience; or 6+ years with an advanced degree.This is a remote role; however, applicants located within 45 miles of our Westlake/Dallas, TX office should expect to work on-site Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This approach enables more effective collaboration, quicker decision-making, and a stronger culture, while still providing flexibility.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 a blended workplace, where team members work remotely or in a hybrid setup depending on their role and locationWe're mission driven and guided by our culture pillarsWe have a strong commitment to diversity and belongingWe cultivate a culture of trust, autonomy, and collaborationWe're lifelong learners and champion team member growth and advancementWe've got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO, wellness reimbursements, Pluralsight subscription, professional development funds and more.About us: Pluralsight provides the only learning platform dedicated to accelerating the technology skills and...
