Director of Customer Success

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 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 gross and net retention targets.
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 Net Retention and Gross Retention goals
• 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
• Product lead growth of Digital Touch/Scale Experience
• Experience in customer facing roles, preferably in the SaaS industry
• Experience managing multiple teams who own the renewal transaction
• Direct experience negotiating renewals and driving ARR
• Experience in working with and implementing enterprise 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 12 years of related or equivalent experience; or 8+ years and an advanced degree.
• 2 years minimum experience in a leadership role

Physical and Mental requirements
Work is performed in an office (or home office) environment and requires the ability to operate standard office equipment and keyboards. Sedentary work. Repetitive work. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
EEOC Statement
Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.
For more information on Pluralsight's commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.
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