Enterprise Customer Success Manager - FTC

Job Description:

This role is for a 14-Month Fixed-Term Contract

We are looking for a strategic, data-oriented, results-driven Enterprise Customer Success Manager (CSM) to engage and retain some of Pluralsight’s largest based customers and achieve their desired business outcomes. This role requires a consultative approach with a strong focus on value, and a proven track record of collaborating with large-scale customers to develop their strategies and showcase Pluralsight’s impact on their success. A successful CSM builds outstanding relationships, drives data driven insights, is customer centric and shows skill at achieving trusted adviser and advocate status in the customers’ minds. You will work cross-functionally to drive strategic partnerships with a focus on regular customer communications (Running QBRs, EBRs, On-site visits, consulting customer on engagement campaigns) to drive positive results and renewals/expansion.

Who you’re committed to being:

• A customer obsessed individual partnering optimally with customers across industries to reach their business goals.

• Persuasive, committed & results driven with demonstrable experience in driving action & advancing strategy in large customers.

• Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing collaborators & able to expand stakeholder map.

• A standout colleague, able to handle ambiguity, anticipate and react to changes in a constantly evolving environment. Driven by helping others and contributing positively to the team.

• Ability to listen, think logically, strategically, and tactically to tackle sophisticated problems.

• Self-motivated, demonstrating an ability to assume responsibility and work autonomously.

What you'll do:

• Understand customer needs and strategic priorities.

• Proactively mitigate risk throughout the customer life cycle and ultimately position your accounts for continued growth.

• Effectively lead activities such as: Regular customer engagements, Quarterly Business Reviews (which are rooted in business knowledge & data driven), Executive Business Engagements, Success Planning & Value led conversations to drive skill and tech strategy advancement.

• Build strategic relationships at the C-Level and are comfortable being the authority in the room through demonstrable consultative skills to work and partner effectively with key customer stakeholders.

• Develop and share standard processes with team members to continually improve the quality, effectiveness, and efficiency of our processes.

• Meet and exceed quarterly renewal rates and renewal upsell rate, or other targets defined by the business.

Experience you'll bring:

• Ability to perform a value-led discovery with customers, to uncover their business objectives and key priorities.

• Deep understanding of a successful customer success motion.

• Understanding of SaaS environment with its respective opportunities, benefits, and challenges. This could include license management, training on software and technology, and applicable business processes and cycles, among other things.

• Ability to self-identify opportunities for improvement within customer book and creative solutions to resolve problems beyond provided playbooks.

• Organized and capable of highly effective time management.

• Ability to operate in a fast-paced (remote first) professional environment.

Requirements:

• Excellent presentation skills & listening skills.

• Fluent English speaker - Both written and verbal.

• Bachelor's Degree, or equivalent professional experience.

• 4-6 years of progressive customer success experience or similar field (sales, pro services, consulting, technical enablement).

• Ability to travel 25%.

• Experience with Gainsight and Salesforce.com preferred.

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 and Mental Requirements:

Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.

EEOC Statement

Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.

For more information on Pluralsight’s commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.

Please be aware of recruiting scams that may impersonate Pluralsight. These unauthorized parties may use our name, logo, and employee information to solicit personal information or payments from job seekers under the guise of employment offers. Please note the following:

• Pluralsight will only contact candidates through official channels, such as emails from the @pluralsight.com domain or direct messages via our verified profiles (e.g., LinkedIn).

• We will never request payment, banking information, or personal documents (such as your social security number or passport) as part of the application process.

• All legitimate Pluralsight job openings are posted on our Careers page, and our hiring process is outlined in detail on our How We Hire page.

If you receive a suspicious message claiming to be from or about Pluralsight, we encourage you to contact us directly via [email protected] to verify its authenticity.

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