We are looking for a strategic, results-driven Director of Customer Success to engage, retain, & enable Pluralsight's Enterprise customers to fully utilize Pluralsight to achieve their desired business outcomes. This role requires you to be a strategic business leader with a proven track record in a cloud technology company; one who can develop strategy, drive operational improvements & translate them across the business & with stakeholders. Reporting into our VP of Customer Success, this role owns the customer retention for Pluralsight Enterprise customers in the East, as well as the career development, coaching & management of ~10 Enterprise customer success managers. You will guide & coach your Enterprise Customer Success Managers on success planning, adoption strategies, onboarding, & customer escalations. You will work closely with the Enterprise sales directors & VPs to drive renewals & expansion opportunities to achieve best-in-class gross & net retention targets.
The ideal candidate will have experience leading a Customer Success organization, operational strength combined with a true passion for the field who can engage directly when needed but also coach & guide Sales, Marketing, Delivery resources & other leaders.
Who you're committed to being:
Collaborative & solution-oriented
Somebody who leads by example, rolls their sleeves up & can drive forward initiatives
Results-oriented; exercises good judgment in prioritizing activities & methods that drive renewal within the customer portfolio
Creates a culture of accountability. Builds a team who drives excellence, challenges the status quo & continually contributes to improving how we do work
Analytical & data-driven, with a focus on business metrics & proactively identifying trends
Passionate about representing Customer Success across the NA Enterprise organization
Able to identify areas for continuous improvement & what needs to be done to realize those improvements
Able to operate effectively in a fast-changing, high-performing environment
Collaborative - can work effectively with partners in sales, sales engineering, professional services, marketing, product, operations, etc. to drive a positive customer experience
Is autonomous, adapts to change quickly, & is a master at prioritization
A leader committed to our values
What you'll own:
Hiring a world-class team of Enterprise CSMs, coaching on best practices, removing barriers for CSMs & helping customers see value in our products
Own the engagement, growth, & retention of your portfolio of customers, specifically: forecasting, escalation management & strategies to help the team meet its retention goals
Managing operations on behalf of your segment, such as recruiting, training, quality assurance, CSM capacity, & customer feedback
Analyzing customer & team performance data to make informed decisions about operational & procedural changes.
Partner with peers in Customer Success leadership globally on the greater vision & strategy for the CSM team, proactively identifying areas for innovation & improvement to help drive significant & sustained year-over-year growth
Drive health, value, & business outcomes for your customers through product adoption & customer satisfaction
Act as an advocate for the customer & serve as an escalation point for customer success issues
Forecasting for NA Enterprise account renewals as part of the Global Customer Success forecasting process
Manage risk escalations - identify risk, mitigate & escalate as necessary to drive renewal probability within customer base
Building relationships with our top customers to foster upsell & retention
Monitoring & measuring customer satisfaction (net promoter score), product adoption & engagement.
Serving as the voice of the customer within our organization. You will champion changes to the product that will increase usage, success, & satisfaction.
Directly manage up to 10 Enterprise CSMs & team leads
Onboarding new NA Enterprise CSMs
Bi-weekly 1:1s with NA Enterprise CSMs
Proactive positive & constructive feedback to your team on performance & leading to values
You are the go-to person for Enterprise sales leadership in your regions (Directors, Sr. Directors, & the VPs) to ensure a smooth & effective motion between the AE's & the CSMs
Meeting & exceeding team goals for quarterly gross & net revenue retention targets, or other targets defined by the business.
Experience you'll need:
Deep understanding of a successful customer success motion
Ability to build processes that can scale
Relationship building skills at all organizational levels
Experience with tools such as Gainsight, Salesforce, & Tableau
Excellent presentation skills & listening skills.
Experience presenting to the C-Level & to technology leaders
Demonstrated performance in meeting & exceeding both gross & net retention targets in a SaaS environment
A passion for building, growing & leading high performing teams
In-depth knowledge of the Pluralsight platform & internal processes. Ability to work with internal partners to drive forward projects.
Ability to actively listen & manage conflict resolution, leveraging EQ & IQ to resolve issues early on
Partnering with recruitment & your people business partner to build a people strategy to set your team up for success
Four-year University / Bachelor's Degree, or equivalent professional experience
10+ years experience in customer facing roles, preferably in the SaaS industry
Travel up to 50%
Working at Pluralsight
Founded in 2004 & trusted by Fortune 500 companies, Pluralsight is the technology skills platform organizations & individuals in 150+ countries count on to innovate faster & create progress for the world.
At Pluralsight, we believe everyone should have the opportunity to create progress through technology. That everyone should have access to the skills of tomorrow. That technology can make the world a better place. Through the work we do every day, we empower the people who power our world.
And we don't let fear, egos or drama distract us from our mission. Our mission to democratize technology skills is what drives us & our values are at the helm of how we work together. It's our commitment to practicing them day in, day out that enables our performance. We're adults, & we treat each other that way. We have the autonomy to do our jobs, transparency to eliminate office politics & trust each other to do the right thing. We thrive in an environment with creativity around every corner, challenges that keep us on our toes, & peers who inspire us to be the best we can be. We bring different viewpoints, backgrounds & experiences, & united by our mission, we are one.
Be yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.