Flow Customer Success Manager

Job Description:
Are you a customer success pro who LOVES working with engineering leaders?! Pluralsight is looking for a strategic, data-driven, and results-oriented Customer Success Manager (CSM) to join our team. You'll engage, retain, and grow large Pluralsight Flow customers, ensuring their success through strategic advising, data analysis, and strong relationship building. You will collaborate with cross-functional teams to drive strategic partnerships and achieve positive results, including renewals and expansions.
Who you're committed to being:

• Commercially minded - you take ownership of your book of business, driving retention and revenue growth for the company by actively identifying and pursuing expansion opportunities within customer accounts, while providing accurate forecasting.
• Passionate about Pluralsight's mission - you're excited to advance the world's tech workforce and drive engineering transformation for our users.
• Focused on demonstrating customer value, enhancing customer health, and expanding the customer base through regular strategic engagements.
• A phenomenal teammate who thrives in an evolving environment - you anticipate changes and contribute positively to the team.
• Data-driven and self-motivated - you use data to make informed decisions, taking ownership and working autonomously.

What you'll do:

• Work with customers to understand their needs and strategic priorities, proactively handling risks throughout the customer lifecycle, running renewals and negotiations, and positioning accounts for growth.
• Continuously engage with customers, using tools to measure and report on customer experience, health, product usage, and value realization.
• Exhibit executive presence and consultative skills to optimally partner and lead customer success activities, including review meetings and success planning sessions.
• Collaborate with various teams to deliver outstanding customer experiences, forecast risks, and drive renewal and expansion within the customer portfolio.
• Develop and share best practices to enhance process quality, effectiveness, and efficiency.
• Achieve and exceed quarterly renewal rates and upsell targets, as defined by the business.
• Perform other assigned duties as needed by leadership.

Experience you'll bring:

• Proficient in value-led customer discovery, business objective identification, and procurement discussions.
• Expert in implementing customer success strategies for improving customer health.
• Well-versed in SaaS environments, including license management, business processes, and technical knowledge.
• 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.
• Proactive in finding opportunities for improvement and implementing creative solutions.
• Strong C-Level relationship building skills with senior technology leaders such as CTO, CIO, VP of Engineering.
• Experienced in negotiating renewals exceeding $500k ARR.
• Familiarity with Gainsight and Salesforce.com is a plus.

Requirements:

• Fluent in English (additional language is a bonus!)
• Bachelor's Degree, or equivalent professional experience
• 3-5 years of dynamic customer success experience or similar field (sales, pro services, consulting, technical enablement)
• Ability to travel up to 25%

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.
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.
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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