Senior Manager, Customer Success - Public Sector

Job Description:

A Senior Manager of Customer Success assists in developing and executing overall customer success strategy and renewal ARR across thousands of customers. They understand the strategic vision for Pluralsight within the customer base and will lead the customer renewals for all Public Sector accounts. They guide and coach their teams on success planning, adoption strategies, and customer critical issues, while working with peer sales directors, global CSM directors and VPs 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 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:

• Deliver vision for Customer Success teams; empower and encourage your teams to drive towards targets while also focusing our customers

• Drive and develop new initiatives and other key programs and initiatives as required to evolve our Customer Success strategy

• Ensure alignment of strategy/approach between Sales and Customer Success

• Meet and exceed Net Retention and Gross Retention goals

• Support operations on behalf of your segment, such as forecasting, recruiting, training, quality assurance, CSM capacity, and customer feedback

• Monitor and measure customer health and proactively mitigating risk

• Build relationships with our top customers to foster upsell, prove value and to ultimately drive retention

Experience you’ll bring:

• Leadership experience in Scale/Volume Customer Success

• Experience in leading teams through change

• Digital Touch/Scale Experience, including moving customers to a digital renewal process

• Comfortable operating in a data driven environment and working with BI tools (e.g. Tableau, Looker etc.)

• Established track record in conducting renewal negotiations, driving ARR, forecasting, and partnering with resellers 

• Public Sector experience highly desired

Requirements:

• Experience in customer facing roles, preferably in the SaaS industry

• Experience managing multiple teams who own the renewal transaction

• Direct experience negotiating renewals and driving ARR

• Experience in working with and implementing enterprise customer success and sales processes and methodologies

• 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 within 45 miles of our Westlake/Dallas, TX office should work on-site Tuesday through Thursday. They will have 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’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 technolo