Senior Digital Customer Success Director, Pluralsight
More information about location
Technology workforce development company
Job no longer available
Technology workforce development company
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
To inspire and empower the tech workforce to achieve their goals.
Role
Who you are
- Strong interpersonal skills with ability to clearly explain sophisticated issues to a range of audiences
- Expertise in SaaS value realization, sales, and renewal cycle
- Experience delivering scaled customer success programs that involve an efficient use of CSM resources
- Substantial understanding of risk management techniques, including the development of playbooks to proactively and optimally mitigate identified areas of churn
- Data driven approach to testing new directions and a deep understanding of internal customer data infrastructure
- Experience as a people leader leading project and program teams and delivering solutions of varying size and complexity
- This role demands an analytical mindset, critical thinking, customer-centricity, and cross-functional collaboration to deliver exceptional value and support to our customers
- 10 years of experience in customer success, account management, or a related customer-facing role, preferably in the SaaS industry, of which a minimum 8 years were performed in a leadership or team lead capacity
- Exposure to multiple project management methodologies a plus
- Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Pendo, Zendesk, Tableau) is a plus
What the job involves
- As the Senior Director of Digital Customer Success, you will play a pivotal role in ensuring the success and satisfaction of our customers utilizing our platform to educate the technical workforce
- You will lead, define, and manage a low-touch one-to-many motion, engage with customers across all global segments as well as lead cross-functionally to ensure alignment with Product, Data Science, Rev Operations, IT, and Marketing
- You and your team will orchestrate proactive engagement strategies to drive adoption, retention, and expansion within our customer base
- This is a role where you will be required to build from the ground up!
- Responsible for the strategy and execution of digital customer success motion globally for 20k customers and $200m in ARR. This includes all Pluralsight products such as Skills, Flow & ACG
- Recruit, hire, mentor and drive performance across your team
- Define and establish scaled success programs that facilitate one-to-many adoption motions for ongoing enablement and engagement, and support your team in driving adoption to those programs
- Partner with our operations and product teams to implement and coordinate risk management activities to increase visibility of churn and mitigate it
- Collaborate cross-functionally with Revenue Operations and IT to identify and establish the right tooling and process automation to deliver an effective Digital CS motion; create well-established customer data hygiene processes and systems
- Work closely with our B2C marketing function to align on synergies and best practices
- Partner with Professional Services to execute an onboarding experience at scale with an emphasis on training to empower customers to improve the value of our platform
- In collaboration with Data Science, test and iterate our customer health metrics and proactively build playbooks to drive customer satisfaction (adoption + value) and retention
- Gather customer feedback and insights to inform product roadmap decisions and enhancements
- Stay current on industry trends (especially AI for CS), best practices, and competitive landscape to optimally advise customers on GTM strategies
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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