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Director of Customer Success
2 months ago
Job Description:
A Director of Commercial Customer Success will own developing and executing overall customer success strategy and renewal ARR across thousands of customers. They will drive a strategic vision for Pluralsight within the customer base to drive adoption and value realization at scale.
They will be responsible for guiding and coaching Customer Success Managers on adoption strategies, executing renewals, and resolving customer critical issues. They also work with peer sales directors, global CSM directors and VPs to drive renewals and expansion opportunities to achieve best-in-class renewal and upsell rates.
Duties/responsibilities:
Empower and encourage your teams to drive towards targets while also focusing our customers
Drive and develop new initiatives and other key programs as required to evolve our Customer Success strategy. Particularly focused on a balance of human lead and digitally lead engagements.
Ensure alignment of strategy/approach between Sales and Customer Success
Meet and exceed Renewal Rates and Renewal Upsell Rates
Support operations on behalf of your segment, such as forecasting, recruiting, training, quality assurance, CSM capacity, and customer feedback.
Monitor and measure customer health and proactively mitigating risk
Build relationships with our top customers to foster upsell, prove value and to ultimately drive retention
Minimum qualifications/skills
Leadership experience in Scale/Volume Customer Success
Digital Touch/Scale Experience
Experience in customer facing roles, preferably in the SaaS industry
Experience managing teams who own a commercial transaction
Direct experience negotiating renewals and driving ARR
Experience in working with and implementing customer success and sales processes and methodologies
Travel up to 30% required
Preferred qualifications/skills:
Experience with the office of the CIO/CTO
Deep understanding of change management
Experience with Gainsight and Anaplan
Education and experience requirements:
Requires a minimum of 5 years of related or equivalent experience;
2 years minimum experience in a leadership role
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 products, 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.
