Customer Success Manager - Public Sector

Job Description:

As a Customer Success Manager (CSM), you’ll work to engage, retain, and empower our customers to fully leverage our platform and achieve their desired business outcomes. You’ll build strong, trusted relationships with clients, positioning yourself as a strategic advisor who drives long-term value. Working closely with Account Executives, you’ll drive renewals and identify expansion opportunities to achieve best-in-class gross and net retention targets.

Who you’re committed to being:

• A trusted advisor who champions customer success and ensures alignment between customer goals and business outcomes.

• A proactive, strategic thinker who anticipates customer needs and takes initiative to mitigate risks.

• A relationship-builder with strong communication skills and the ability to engage senior technology leaders.

• A data-informed professional who uses insights to guide decisions and create measurable impact.

• A collaborative teammate who thrives in a dynamic environment and influences change through customer advocacy.

What you’ll do:

• 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.

Experience you’ll bring:

• 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.

• Ability to travel 25–50% as needed.

Requirements:

• 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.

• This is a remote role; however, applicants located within 45 miles of our Westlake/Dallas, TX office 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.

• 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, 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.

EEOC Statement & Accommodations Statement:

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. 

Pay Transparency:

The annual US base + variable range for this role is $100,000- $115,000 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.

Recruiting Scam Notice:

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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