Director of Customer Success, Pluralsight
$173.3-192.5k
Technology workforce development company
Job no longer available
Technology workforce development company
1001+ employees
Job no longer available
$173.3-192.5k
1001+ employees
Company mission
To inspire and empower the tech workforce to achieve their goals.
Role
Who you are
- Experience in customer facing roles, preferably in the SaaS industry
- Experience leading multiple teams who own the renewal transaction
- Product lead growth of Digital Touch/Scale Experience
- 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
- Experience with the office of the CIO/CTO
- Deep understanding of change management
- Experience with Gainsight and Anaplan
- 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
What the job involves
- As the Director of Commercial Customer Success, you will own developing and driving overall customer success strategy and renewal ARR across thousands of customers.
- You will drive a strategic vision for Pluralsight within the customer base to drive adoption and value realization at scale.
- In this role, you'll be responsible for guiding and coaching Customer Success Managers on success planning, adoption strategies, and customer critical issues.
- You'll 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
- 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
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 seen significant growth in recent years, capitalising on the surge in demand before many competing startups emerged. Despite facing competition from major players like Grow with Google and Udemy, 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 & Content Advisor)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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