Enterprise Customer Success Manager

Pluralsight is a learning platform dedicated to accelerating the technology skills of today’s workforce. The Enterprise Customer Success Manager will engage, retain, and enable customers to fully utilize the platform, driving renewals and expansion opportunities to achieve retention targets.

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 and adoption 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:

• Requires a minimum of 5 years of related or equivalent experience; or 3+ years with an advanced degree
• Experience in progressive customer success or similar field (sales, professional services, consulting, technical enablement, learning & development)
• Experience supporting global enterprise customers on both SaaS and On-Premises 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
• Experience with Gainsight and Salesforce.com preferred
• Bilingual - English + French is highly preferred