Director of Customer Success, Pluralsight
More information about location
3+ days a week in office
Technology workforce development company
Be an early applicant
Technology workforce development company
1001+ employees
Be an early applicant
More information about location
3+ days a week in office
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
- 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
- Experience in customer-facing roles, preferably in the SaaS industry
- Experience managing teams who own a commercial transaction
- Comfortable operating in a data driven environment and working with BI tools (e.g. Tableau, Looker etc.)
- Direct experience negotiating renewals and driving ARR
- Experience in working with and implementing customer success and sales processes and methodologies
- Requires a minimum of 5 years of related or equivalent experience
- 2 years minimum experience in a leadership role
- Hybrid Work Model: This role follows a hybrid schedule, with on-site work at our Dublin, Ireland office Tuesday through Thursday and remote flexibility on Mondays and Fridays. This approach helps us collaborate more effectively, make decisions more quickly, and build a stronger culture, while still providing flexibility
- Travel: 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 Director of Commercial Customer Success will own developing and executing the overall customer success strategy and renewal ARR across thousands of customers
- They will drive a strategic vision for Pluralsight within the customer base to drive adoption and value realization at scale
- They will be responsible for guiding and coaching Customer Success Representatives on adoption strategies, executing renewals, and resolving customer critical issues
- This role also works with peer sales directors, global CSM directors, and VPs to drive renewals and expansion opportunities to achieve best-in-class renewal and upsell rates
- Empower and encourage your teams to drive toward targets while also focusing on our customers
- Drive and develop new initiatives and other key programs as required to evolve our Customer Success strategy. This includes leading the team to move customers to a Scale motion at the point of renewal by guiding them to renew via a digital cart
- Lead and coach the team on Value-Driven conversations for their top-spending customers
- Develop a team of junior success representatives on fundamentals of customer success from sales handover, onboarding through to contract renewal
- Act as a leadership point of contact for key customers alongside the core account team
- Support your team & the business by stepping in as an customer escalation point when required
- Lead teams through change, proactively guiding them through new processes, strategies, and models to optimize team performance and customer outcomes
- Ensure alignment of strategy and approach between Sales and Customer Success
- Meet and exceed renewal rates
- Drive growth in our customers by uncovering Customer Success Qualified Leads with your team
- Support operations on behalf of your segment, such as forecasting, recruiting, training, quality assurance, CS capacity, and customer feedback
- Monitor and measure customer health and proactively mitigate risk
- Build relationships with our top customers to foster upsell, prove value, and 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 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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