Sr Customer Success Manager

Job Description:

A Senior Customer Success Manager (CSM) works to engage, retain, and enable our customers to fully utilize 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 best-in-class gross and net retention targets.

Who you're committed to being:

• You enjoy learning and are open to new ways of doing things.

• You are not afraid to be yourself, experiment, make mistakes and learn from them, ask questions, or voice your concerns.

• When communicating you are self-aware, insightful, and proactive.

• You are a team member first and individual contributor second. You are aware that high-performing teams are only as strong as their weakest link.

• You believe in continuous improvement and request frequent feedback from others.

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

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.

• Ability to travel 25-50%

• Experience with Gainsight and Salesforce.com preferred

Requirements:

• Requires a minimum of 8 years of related or equivalent experience; or 6+ 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.

• 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 work in a blended environment that supports collaboration, flexibility, and connection across teams.

• We are mission-driven, shaping the future of tech upskillling and delivering impact that matters.

• We foster a culture of inclusion and belonging, where everyone can contribute and thrive.

• We are always learning, creating an environment where you can take on new challenges, expand your skills, and grow with purpose.

• Benefits include competitive compensation, bonus eligibility, comprehensive medical coverage, unlimited PTO, wellness reimbursement, 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 & 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 $140,000 - $175,000 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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