Customer Success Manager

Job Description:

A Customer Success Manager (CSM) works to engage, retain, and enable our customers to fully apply our platform to achieve their desired business outcomes. A successful CSM builds memorable client relationships and shows ability to achieve trusted adviser status in the customers’ minds. They work closely with account executives to drive renewals and expansion opportunities to achieve outstanding gross and net retention targets.

Who you’re committed to being:

• You are dedicated to deeply engaging with our customers, ensuring they derive maximum value from our platform to meet their business objectives.

• You build and champion long-lasting relationships, establishing yourself as a trusted adviser who understands and anticipates customer needs.

• Your are committed to delivering an outstanding customer experience and achieving business outcomes, which drives your success!

What you’ll do:

• 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.Taking your knowledge of the role and the insights you gained from your kickoff - what are the top 4-5 things that this role will be doing and have ownership over

Experience you’ll bring:

• 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

Requirements:

• Ability to travel 25-50%

• Experience with Gainsight and Salesforce.com preferred

• Requires a minimum of 5 years of related or equivalent experience; or 3+ years with an advanced degree.

• 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.

• 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.

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.

The OTE range for this role is $108,000 - $120,000 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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