Sr. Customer Success Manager

7 days ago

Dublin, Ireland Pluralsight Full time

This position is also available for employment in these areas:

Dublin, Ireland, Remote - United Kingdom

Job Description:

We are looking for a strategic, data-oriented, results-driven Customer Success Manager (CSM) to engage and retain some of Pluralsight’s largest customers and achieve their desired business outcomes. This role requires you to be a strategic adviser heavily-focused on value, with a consistent track record working with large scale customers, partnering alongside them to develop their strategy and to demonstrate Pluralsight’s value towards their success. A successful CSM builds outstanding relationships, loves data & understanding context behind numbers, is customer centric and shows skill at achieving trusted adviser and advocate status in the customers’ minds. You will work cross-functionally to drive strategic partnerships with a focus on regular customer communications (Running QBRs, EBRs, On-site visits, consulting customer on engagement campaigns) to drive positive results and renewals/expansion.

Who you’re committed to being:

A commercially minded individual partnering optimally with customers across industries to reach their business goals

Persuasive, committed & results driven

Strong experience in driving action & advancing strategy in large customers

High level of discernment

Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing collaborators & able to expand stakeholder map

Passionate about Pluralsight’s mission advance world’s Tech Workforce

A standout colleague, able to handle ambiguity, anticipate and react to changes in a constantly evolving environment. Driven by helping others and contributing positively to the team

Ability to listen, think logically, strategically, and tactically to tackle sophisticated problems

Self-motivated, demonstrating an ability to assume responsibility and work autonomously

Ability to travel to customers for regular in-person engagements

What you'll do:

Understanding customer needs and strategic priorities.

Proactively mitigate risk throughout the customer life cycle and ultimately positioning your accounts for continued growth.

Effectively lead activities such as: Regular customer engagements, Quarterly Business Reviews (which are rooted in business knowledge & data driven), Executive Business Engagements, Success Planning & Value led conversations to drive skill and tech strategy advancement

Building strategic relationships at the C-Level and are comfortable being the authority in the room.

Demonstrating consultative skills to work and partner effectively

A true standout colleague, partners with sales, solution architects, solution consultants, field marketing and professional services to deliver outstanding customer experiences

Effectively forecast risk, understand and positively influence account health and drive renewal and expansion within customer portfolio

Develop and share standard processes with team members to continually improve the quality, effectiveness, and efficiency of our processes.

Meet and exceed quarterly renewal rates and renewal upsell rate, or other targets defined by the business.

Curiosity about collaborating closely with leadership to continuously advance the way we deliver the best customer experience to our Strategic segment

Experience you'll bring:

Ability to perform a value-led discovery with customers, to uncover their business objectives and key priorities

Deep understanding of a successful customer success motion

Understanding of SaaS environment with its respective opportunities, benefits, and challenges. This could include license management, training on software and technology, and applicable business processes and cycles, among other things.

Self-identifies opportunities for improvement within customer book and creative solutions to problems beyond provided playbooks. Takes the initiative to make and implement change

Organized and capable of highly effective time management

Ability to operate in a fast-paced (remote first) professional environment.

Basic technical knowledge on development and IT solutions. Ability to understand and articulate technical concepts and derive solutions.

Requirements:

Excellent presentation skills & listening skills.

Bachelor's Degree, or equivalent professional experience

4-6 years of progressive customer success experience or similar field (sales, pro services, consulting, technical enablement)

Ability to travel 25%

Experience with Gainsight and Salesforce.com preferred

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 values guided

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.

We’re a community of growth seekers and lifelong learners who are out to do big things that make a difference in people’s lives, and we’re looking for curious, talented people to join us. Our culture of trust, autonomy, and genuine collaboration create an environment where you’ll grow as a human and as a professional. Because to us, your growth is our growth, and vice versa.

#LI-RG

#LI-Remote

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