Director of Customer Success, EMEA Strategic

Job Description:

At Pluralsight, we believe that technology is the greatest lever for human progress, but only if the workforce has the skills to harness it. The Director of Strategic Customer Success is a high-impact leadership role responsible for the health, retention, and strategic evolution of our most valuable EMEA Customers.

You will lead a specialised team of Senior Strategic CSMs who serve as transformation consultants. Your mission is to bridge the gap between our customers' highest business priorities and the practical application of our platform. You are the architect of an environment built on strategic curiosity, outcome ownership, and world-class basics.

Who you’re committed to being:

• A Practitioner Leader: You have owned the relationship in complex, Seven Figure+ accounts. You don't just manage from a dashboard; you understand the nuance of navigating a global organisation.

• Outcome-Obsessed: You are driven by results, not activity. You take personal pride in hitting retention targets and seeing customers achieve their stated business goals.

• Intellectually Curious: You have a natural drive to understand the "Why" behind technology shifts and can translate technical concepts into business value.

What you’ll do:

1. Mastery of "World-Class Basics"

In high-stakes accounts, the margin for error is zero. You will instill a culture of operational excellence where "Strategic" is synonymous with "Structured."

• Execution Excellence: Hold the team accountable for a disciplined operating rhythm, ensuring that high-level strategy is always backed by impeccable documentation and proactive communication.

• Health & Hygiene: Ensure the team leverages our full technology stack to maintain a "no-surprises" environment. You believe that data integrity is the foundation of trust and long-term retention.

• Onboarding as a Catalyst: Oversee the critical implementation phase for new enterprise partnerships, ensuring that technical deployment is frictionless and value-discovery begins on day one.

2. Leadership of Elite High-Performers

Managing a team of senior individual contributors requires a "Leader of Leaders" approach.

• Performance Engineering: Identify skill gaps in veteran talent and provide the coaching necessary to evolve their consultative abilities and executive presence.

• Clearing the Path: Act as an internal advocate for your team, removing organisational roadblocks and aligning cross-functional resources (Product, Engineering, Marketing) to support customer goals.

• Coaching: Participate in key customer engagements to observe, coach, and model what "Elite" looks like in practice.

3. Strategic Executive Sponsorship

This is a customer facing role, you are the face of Pluralsight Success leadership for our most complex accounts.

• C-Suite Partnership: Develop direct relationships with Global CTOs, CHROs, and VPs of Engineering. You provide the executive presence to solidify long-term partnerships.

• Transformation Consulting: Support the team in building "Outcome Based" business reviews that prove ROI and align our roadmap with the customer’s digital transformation journey.

4. Risk Mitigation & Revenue Stewardship

While Sales owns the commercial negotiation, you own the Value Realisation of the customer relationship.

• Predictive Risk Management: Own the segment risk process, proactively identifying signals of churn and leading the execution of recovery playbooks.

• Growth Integration: Cultivate an environment where CSMs act as growth engines, identifying expansion opportunities and ensuring customers are primed for the next generation of Pluralsight innovations.

Experience you’ll bring:

• Leadership: 10+ years of progressive experience in Customer Success, Consulting, or Account Management, with significant experience leading teams in the Large Enterprise/Global space across EMEA

• Industry Fluency: A deep understanding of the SaaS ecosystem, particularly in areas like Cloud, AI, or Software Development.

• Methodological Depth: Proven experience with consultative frameworks (e.g., Organisational Change Management, Value Realisation, or Strategic Account Planning).

• Operational Command: Expert-level proficiency in leveraging BI tools and CRM/CSM platforms (e.g. Salesforce, Gainsight) to manage a global book of business.

Requirements:

• Hybrid Work Model: This role follows a hybrid schedule, with on-site work at our Dublin, Ireland office Wednesday and Thursday and remote flexibility on Mondays, Tuesdays 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, 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.

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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