Sr Customer Success Manager

Pluralsight is a company dedicated to accelerating technology skills and capabilities. They are seeking a Senior Customer Success Manager to engage, retain, and enable customers to fully utilize their platform and achieve desired business outcomes.

Responsibilities:

• Drive forward Pluralsight’s Client Engagement Model to ensure customer and Pluralsight’s mutual success
• Take full accountability for your accounts in all aspects from onboarding to renewal
• Anticipate customer needs and proactively mitigate risk throughout the customer life cycle, ensuring a streamlined renewal and negotiation process, and ultimately positioning your accounts for growth
• Navigate, interpret, and use provided tools and systems to measure and report on customer experience, customer health, product utilization, and consumed content, and realization of value drivers
• Take corrective actions in a timely manner based on these insights to make strategic recommendations helping customers be more successful
• Inspire change within customers to drive adoption of standard methodologies and successful implementations
• Predict and forecast risk, renewal and expansion within customer portfolio

Requirements:

• Experience in progressive customer success or similar field (sales, pro services, consulting, technical enablement)
• Experience supporting global enterprise customers on both SaaS and OnPremises solutions
• Experience building relationships with CTO, CIO, VP of Engineering and other senior technology leaders internally and customer facing, and the ability to network across internal pillars/departments
• An understanding of the software engineering development life cycle and workflows
• Technical knowledge on development and IT solutions. Ability to understand and articulate technical concepts and derive solutions
• Ability to travel 25-50%
• Requires a minimum of 8 years of related or equivalent experience; or 6+ years with an advanced degree
• Experience with Gainsight and Salesforce.com preferred