Senior Director Customer Success - Flow

Job Description:
Job Description - Sr Director of Customer Success
P luralsight Flow helps customers become world-class software engineering organizations. We are looking for a strategic, operationally minded, data-oriented, results-driven Senior Director of Flow Customer Success to engage, retain, and transform Pluralsight's Flow customers. You will be working with software engineering teams across all industries to implement a data driven methodology that helps improve efficiency, effectiveness, and thriving. Success in this role is measured by customer retention and expansion, platform engagement and usage and creating measurable client value. Reporting into our VP of Customer Experience, you will oversee a team of 9-10, including another leader and own the customer life cycle and renewal event for Flow customers worldwide.
The ideal candidate will have experience leading either a Customer Success or a Sales organization, operational strength and exposure to engineering & software delivery cycle. This role also needs a leader with a true passion for the field who can engage directly when needed but also coach and guide Sales, Marketing, Delivery resources and other leaders.
Who you are:

• You are an amazing communicator and effective influencer with organizational and strategic thinking skills. People trust and follow you.
• You are competitive with yourself, yet collaborative with other team members up, down, and across the business
• You use data, empathy and good judgment to approach business and people opportunities
• You are a team player, able to handle ambiguity, anticipate and react to changes in a rapidly evolving environment
• You have the ability to listen, think logically, strategically, and tactically to solve complex problems
• You are self-motivated, demonstrating an ability to assume responsibility and work autonomously
• You are an inquisitive, critical thinker who is always looking for how things can work better
• A natural project manager - You keep all the moving pieces organized and moving on time.

What you'll own:

• Hiring, mentoring coaching and leading a team of 1 leader and up to 10 Customer Success Managers to innovate and create an exceptional Customer Success experience
• Own the engagement, growth, and retention for all Flow customers, specifically: forecasting, escalation management and strategies to help the team meet its retention goals
• Building relationships with our top customers to foster upsell, prove ROI and to ultimately drive retention
• Monitoring and measuring customer health and proactively mitigating risk
• Seeking opportunities to help simplify while driving key initiatives cross-team to deliver pre-sales, implementation, usage, and adoption of our platform that drive Customer Success
• Ensuring account planning, tools and reporting requirements are clearly articulated to the teams so that they can execute on these components
• Building the vision/roadmap and execution that takes Customer Success plans (with and for our customers) to the next level of simplicity, impact and adoption in partnership with key stakeholders
• Driving and developing new initiatives and other key programs and initiatives as required to evolve our Customer Success strategy
• Closing renewals and driving expansion within the customer base. Driven by meeting and exceeding a gross retention target.
  Experience you'll need:
• 8+ years in customer facing roles, preferably in the SaaS industry
• Experience managing a team of CSMs who own the renewal transaction
• Building and maintaining excellent internal and external relationships
• Experience of the sequence of events and legal framework required for contract renewals
• Experience with combating churn & negotiating high dollar value renewals
• Proven track record of winning in the North America market
• Travel up to 25%

Bonus points:

• Experience with Gainsight, SFDC, Zendesk, Jira, and/or Confluence
• Experience with Engineering organizations, understanding of Agile, software development lifecycle
• Experience with creating playbooks to improve retention, ROI, upsell & customer relationships

Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
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