Senior Manager of Customer Success, Pluralsight
Public Sector
$156-195k
OTE
More information about location
Technology workforce development company
Job no longer available
Technology workforce development company
1001+ employees
Job no longer available
$156-195k
OTE
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 aware that high-performing teams are only as strong as their weakest link
- You believe in continuous improvement and request frequent feedback from others
- Leadership experience in Scale/Volume Customer Success
- Experience in leading teams through change
- Digital Touch/Scale Experience, including moving customers to a digital renewal process
- Comfortable operating in a data driven environment and working with BI tools (e.g. Tableau, Looker etc.)
- Established track record in conducting renewal negotiations, driving ARR, forecasting, and partnering with resellers
- Public Sector experience highly desired
- Experience in customer facing roles, preferably in the SaaS industry
- Experience managing multiple teams who own the renewal transaction
- Direct experience negotiating renewals and driving ARR
- Experience in working with and implementing enterprise customer success and sales processes and methodologies
- Requires a minimum of 8 years of related or equivalent experience; or 6+ years with an advanced degree
- Travel expectations differ by role. Some quota-bearing sales positions involve limited travel, while others may involve travel of up to 40%, depending on business needs
What the job involves
- A Senior Manager of Customer Success assists in developing and executing overall customer success strategy and renewal ARR across thousands of customers
- They understand the strategic vision for Pluralsight within the customer base and will lead the customer renewals for all Public Sector accounts
- They guide and coach their teams on success planning, adoption strategies, and customer critical issues, while working 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
- Deliver vision for Customer Success teams; empower and encourage your teams to drive towards targets while also focusing our customers
- Drive and develop new initiatives and other key programs and initiatives as required to evolve our Customer Success strategy
- 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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