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 belongi