Senior Customer Success Manager, Pluralsight
More information about location
Technology workforce development company
Open for applications
Technology workforce development company
1001+ employees
Open for applications
More information about location
1001+ employees
Company mission
To inspire and empower the tech workforce to achieve their goals.
Role
Who you are
- Ability to perform a value-led discovery with customers, to uncover their business objectives, key priorities and desired outcomes
- 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
- Ability to self-identify opportunities for improvement within customer book and creative solutions to resolve problems beyond provided playbooks
- Organized and capable of highly effective time management
- Ability to operate in a fast-paced professional environment
- Excellent presentation skills & listening skills
- Bachelor's Degree, or equivalent professional experience
- 5+ years of progressive customer success experience or similar field (sales, pro services, consulting, technical enablement)
- Experience with Gainsight and Salesforce.com preferred
- Who you’re committed to being:
- A customer obsessed individual partnering optimally with customers across industries to reach their business goals
- Persuasive, committed & results driven with demonstrable experience in driving action & advancing strategy in large customers
- Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing collaborators & able to expand stakeholder map
- 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
What the job involves
- We are in search of an Enterprise Customer Success Manager (CSM) with a focus on data to engage and retain some of Pluralsight’s largest customers and help them achieve their desired business outcomes
- This role requires a consultative approach with a strong focus on value, and a proven track record of collaborating with large-scale customers to develop their strategies and showcase Pluralsight’s impact on their success
- A successful CSM builds outstanding relationships, drives data driven insights, 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
- Understand customer needs and strategic priorities
- Proactively mitigate risk throughout the customer life cycle and ultimately position 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
- Build strategic relationships at the C-Level and are comfortable being the authority in the room through demonstrable consultative skills to work and partner effectively with key customer stakeholders
- 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
Our take
Pluralsight is dedicated to closing the global tech skills gap, a mission that has become increasingly urgent as industries worldwide face a growing shortage of IT talent. This high demand for upskilling makes Pluralsight's online training services more relevant than ever.
Founded in 2004, Pluralsight has matured into a prominent player in the online upskilling industry. The company has been significant growth in recent years, capitalizing on the surge in demandf fbefore many competiting startupos emerged. Depsite facing competition from major players like Grow with Google and UDemny, Pluralsight has maintained its strong position.
Though Vista Equity Partners' 2021 acquisition has brought some challenges, Pluralsight, once a unicorn startup now a public company, continues to thrive. With numerous partnerships with NGOs, educational institutions, and corporations, Pluralsight remains a key player in tackling the tech skills shortage.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Dec 2016
$30m
SERIES C
Aug 2014
$135m
SERIES B
Total funding: $195m
Company benefits
- Unlimited PTO
- Summer Fridays
- Holidays
- Parental Leave
- Medical, Dental and Vision
Company HQ
Draper, UT
Leadership
Aaron Skonnard
(Co-Founder & CEO)Worked as a DevelopMentor Author, and was President of Skonnard Consulting. In 2004, left a Neumont University Associate Professorship to co-found Pluralsight.
Fritz Onion
(Co-Founder)Started as an Oracle Software Engineer after a degree at Harvard, and then spent 10 years as a DevelopMentor Instructor. Subsequently co-founded Pluralsight in April 2004, serving as Content Advisor.
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