Customer Success Manager - Public Sector

Pluralsight is a learning platform dedicated to accelerating technology skills and capabilities. As a Customer Success Manager, you will engage and empower Public Sector clients, ensuring they achieve their business outcomes while driving renewals and expansion opportunities.

Responsibilities:

• Drive forward the Client Engagement Model to ensure mutual success for customers and the organization
• Take full accountability for customer accounts throughout the lifecycle — from onboarding through renewal
• Anticipate customer needs, mitigate risk, and ensure a seamless renewal and negotiation process
• Use tools and systems to track and report on customer experience, health, product utilization, and realization of value drivers
• Take timely, corrective actions based on insights to make strategic recommendations that enable customer success
• Inspire and guide customers to adopt best practices and drive change for improved platform utilization
• Predict and forecast risk, renewal, and expansion opportunities within your customer portfolio

Requirements:

• Proven experience in customer success or a related field (sales, professional services, consulting, or technical enablement)
• Experience supporting global enterprise customers across SaaS and On-Premises solutions
• Strong relationship management skills with the ability to engage CTO, CIO, VP of Engineering, and other senior technology leaders
• Understanding of the software development life cycle and related workflows
• Technical aptitude to grasp and articulate complex concepts across development and IT solutions
• Experience working in the public sector
• Experience working with highly regulated products or environments, with an understanding of complex compliance processes; reseller or channel experience is a plus
• Ability to travel 25–50% as needed
• Requires a minimum of 5 years of related or equivalent experience; or 3+ years with an advanced degree
• Experience with Gainsight and Salesforce.com preferred