Senior Customer Success Manager

Job Description:

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.

Who you’re committed to being:

• 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.

What you’ll do:

• 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.

Experience you’ll bring:

• 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.

Requirements:

• 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

• This is a remote role; however, applicants located within 45 miles of our Draper, UT, or Westlake/Dallas, TX offices should expect to work on-site Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This approach enables more effective collaboration, quicker decision-making, and a stronger culture, while still providing flexibility.

• Hybrid Work Model: This role follows a hybrid schedule, with on-site work at our Westlake/Dallas, TX 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.

Why you’ll love working here:

• We’re a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location

• We’re mission driven and guided by our culture pillars

• We have a strong commitment to diversity and belonging

• We cultivate a culture of trust, autonomy, and collaboration

• We’re lifelong learners and champion team member growth and advancement

• We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:

Pluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today’s tech workforce. Thousands of companies, government organizations and individuals around the world rely on Pluralsight to support critical technology skill development in areas that are crucial to innovation including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning. Pluralsight provides highly curated content developed by vetted technology experts, industry leading skill assessments, and hands on, immersive learning experiences designed to help individuals skill-up faster.

Physical Requirements:

This role is primarily performed in an office or home office setting and involves standard computer-based work.

Bring yourself. Pluralsight is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status. We also consider qualified applicants with criminal histories, consistent with EEOC guidelines and local laws.

If you need an accommodation to apply, interview, or perform essential job functions, please visit the bottom of our website to learn how to request an accommodation. Learn more about our commitment to diversity, equity, inclusion, and belonging in our DEIB Report.

The US base salary range for this role is $144,000- $160,000 USD. Actual compensation will depend on location, skills, experience, and other factors. Additional benefits and bonuses may apply.

Applications must be submitted within 90 days after the initial posting date to be considered.

Please be aware of recruiting scams. We’ll only contact you from an @pluralsight.com email or verified channels. We never ask for sensitive personal info or payments as part of the hiring process. All openings are posted on our Careers page.

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