Customer Success Manager

Job Description:

A 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.

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 5 years of related or equivalent experience; or 3+ 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 …