Senior Customer Success Manager, Pluralsight
Strategic
$140-175k
+ Bonus eligibility
More information about location
Technology workforce development company
Job no longer available
Technology workforce development company
1001+ employees
Job no longer available
$140-175k
+ Bonus eligibility
More information about location
1001+ employees
Company mission
To inspire and empower the tech workforce to achieve their goals.
Role
Who you are
- You enjoy learning and are open to new ways of doing things
- You are not afraid to be yourself, experiment, make mistakes and learn from them, ask questions, or voice your concerns
- When communicating you are self-aware, insightful, and proactive
- You are a team member first and individual contributor second. You are aware that high-performing teams are only as strong as their weakest link
- You believe in continuous improvement and request frequent feedback from others
- Ability to operate in a fast-paced professional sales motion environment
- Exceptional communication, customer service, sales, and relationship building skills at all levels, including CXO
- Excellent relationship building skills at the C-Level
- 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
- Ability to effectively prioritize time and talents, and to give effective presentations
- Build and establish lasting relationships, and achieve trusted status with the customers in order to help them realize their definition of success
- Significant experience working with Gainsight & Salesforce
- Experience implementing new processes within customer success
- Experience in workforce development, skills-based learning, or EdTech
- 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
What the job involves
- 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 execute customer success plans to ensure our customer objectives are truly met, and business value is realized
- 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 aptitude by being able to respond yourself to customer’s technical inquiries regarding our service, or by being able to direct 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
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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