Senior Customer Success Manager, 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
- This role requires you to be a strategic adviser heavily-focused on value, with a consistent track record working with large scale customers, partnering alongside them to develop their strategy and to demonstrate Pluralsight’s value towards their success
- A successful CSM builds outstanding relationships, loves data & understanding context behind numbers, is customer centric and shows skill at achieving trusted adviser and advocate status in the customers’ minds
- A commercially minded individual partnering optimally with customers across industries to reach their business goals
- Persuasive, committed & results driven
- Strong experience in driving action & advancing strategy in large customers
- High level of discernment
- Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing collaborators & able to expand stakeholder map
- Passionate about Pluralsight’s mission advance world’s Tech Workforce
- A standout colleague, able to handle ambiguity, anticipate and react to changes in a constantly evolving environment. Driven by helping others and contributing positively to the team
- Ability to listen, think logically, strategically, and tactically to tackle sophisticated problems
- Self-motivated, demonstrating an ability to assume responsibility and work autonomously
- Ability to travel to customers for regular in-person engagements
- Ability to perform a value-led discovery with customers, to uncover their business objectives and key priorities
- Deep understanding of a successful customer success motion
- 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
- Self-identifies opportunities for improvement within customer book and creative solutions to problems beyond provided playbooks. Takes the initiative to make and implement change
- Organized and capable of highly effective time management
- Ability to operate in a fast-paced (remote first) professional environment
- Basic technical knowledge on development and IT solutions. Ability to understand and articulate technical concepts and derive solutions
- Excellent presentation skills & listening skills
- Bachelor's Degree, or equivalent professional experience
- 4-6 years of progressive customer success experience or similar field (sales, pro services, consulting, technical enablement)
- Ability to travel 25%
- Experience with Gainsight and Salesforce.com preferred
What the job involves
- We are looking for a strategic, data-oriented, results-driven Customer Success Manager (CSM) to engage and retain some of Pluralsight’s largest customers and achieve their desired business outcomes
- Understanding customer needs and strategic priorities
- You will work cross-functionally to drive strategic partnerships with a focus on regular customer communications (Running QBRs, EBRs, On-site visits, consulting customer on engagement campaigns) to drive positive results and renewals/expansion
- Proactively mitigate risk throughout the customer life cycle and ultimately positioning your accounts for continued growth
- Effectively lead activities such as: Regular customer engagements, Quarterly Business Reviews (which are rooted in business knowledge & data driven), Executive Business Engagements, Success Planning & Value led conversations to drive skill and tech strategy advancement
- Building strategic relationships at the C-Level and are comfortable being the authority in the room
- Demonstrating consultative skills to work and partner effectively
- A true standout colleague, partners with sales, solution architects, solution consultants, field marketing and professional services to deliver outstanding customer experiences
- Effectively forecast risk, understand and positively influence account health and drive renewal and expansion within customer portfolio
- Develop and share standard processes with team members to continually improve the quality, effectiveness, and efficiency of our processes
- Meet and exceed quarterly renewal rates and renewal upsell rate, or other targets defined by the business
- Curiosity about collaborating closely with leadership to continuously advance the way we deliver the best customer experience to our Strategic segment
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
Few candidates hear
back within 2 weeks
-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 values
- Customer Obsessed: We understand our customers' needs, analyze market trends and competitors, and aim to exceed expectations to deliver exceptional value. Our commitment to customer satisfaction is the cornerstone of our success
- Aligned and Focused: We focus on quality execution of our strategic priorities, using our programs to stay coordinated and drive results. By setting aside lower-priority tasks, we ensure we follow through on our commitments
- Always Learning: We continuously improve our operations, expertise, and customer impact. We learn by studying both inside and outside the company, reviewing KPIs and data, reflecting on past experiences, and respectfully challenging each other
- Direct and Respectful: We provide honest, actionable, real-time feedback and hold each other accountable to deliver on our commitments in a constructive manner
Company HQ
Draper, UT
Articles
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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