Senior Customer Success Manager

Job Description:
The Senior Strategic CSM owns the Customer Lifecycle for a set of Strategic accounts, beginning with customer onboarding and implementation, and continuing through the adoption and renewal staging. A successful Strategic CSM builds impeccable relationships, and demonstrates proficiency at achieving trusted adviser and customer advocate status in the customers' mind. The CSM works closely with the Sales Team to design and implement customer success plans to ensure our customer objectives are truly met, and business value is realized.
Who you're committed to being:

• Monitor the customer life cycle to ensure customer and Pluralsight's mutual success. This is achieved by assuming full accountability for your accounts in all aspects: Anticipating customer needs and proactively addressing them throughout the customer life cycle, demonstrating lead time awareness, ensuring a frictionless renewal process, and ultimately positioning your accounts for growth.
• Demonstrate your technical proficiency by being able to respond yourself to customer's technical inquiries regarding our service, or by being able to advise them to the proper channel, or resource.
• Successfully onboard customers. Help them deploy, and derive total value from their membership by driving their full adoption and utilization of the service. Customer success and experience is everything.
• Monitor your accounts ongoing-Successfully navigate, interpret, and leverage provided tools and systems to measure and report on customer experience, customer health, product utilization, and consumed content, etc. Take correct actions in a timely manner based on this visibility.
• Build and establish lasting relationships, and achieve trusted status with the customers in order to help them realize their definition of success.
• Collaborate with Account Executives, Account Managers, and others in order to communicate and update each other on your efforts to ensure effective execution on customer success plans, and make progress on the growth strategy.
• Prepare and facilitate business review meetings, trainings, webinars, demos, and other strategic and supportive interactions.

Experience you'll bring:

• Exceptional communication, customer service, sales, and relationship building skills at all levels, including CXO.
• Deep understanding of a successful customer success motion - able to execute the onboarding & adoption process to drive customer health.
• Ability to define customer needs & goals and drive onboarding and success plans to meet those goals and objectives.
• Basic technical knowledge on development and IT solutions.
• Self-motivated and self-driven. Excited to drive customer success or to love to represent Pluralsight products to our customers.
• Extensive experience in building key customers / sales relationships.
• 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.
• Ability to travel 50%
• Organized and capable of highly effective time management in an entrepreneurial environment.

Preferred qualifications/skills

• Significant experience working with Gainsight & Salesforce.
• Experience implementing new processes within customer success.

Education and experience requirements

• Bachelor's Degree in Sales, or equivalent Professional experience
• 3-5 years of progressive customer success experience or similar field (sales, pro services, consulting, technical enablement)

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'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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