Sr Customer Success Manager

Pluralsight

1d•Hybrid

About The Position

A 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. You are a team member first and individual contributor second. You are aware that high-performing teams are only as strong as their weakest link. You believe in continuous improvement and request frequent feedback from others. 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

Requirements

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 Salesforce.com preferred
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.

Nice To Haves

Experience with Gainsight and Salesforce.com preferred

Responsibilities

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