Customer Success Manager

Job Description:

We are looking for a strategic, data-oriented, results-driven Customer Success Manager (CSM) to engage and retain some of Pluralsight’s largest NATAM and LATAM based customers and achieve their desired business outcomes.

This role requires a fluency in both Spanish and English, 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 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 outstanding gross and net retention targets.

Who you’re committed to being:

• You are dedicated to deeply engaging with our customers, ensuring they derive maximum value from our platform to meet their business objectives.

• You build and champion long-lasting relationships, establishing yourself as a trusted adviser who understands and anticipates customer needs.

• You are committed to delivering an outstanding customer experience and achieving business outcomes, which drives your success!

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

Requirements:

• Fluent Spanish & English - both written and verbal

• Ability to travel 25-50%

• Experience with Gainsight and Salesforce.com preferred

• Requires a minimum of 5 years of related or equivalent experience; or 3+ years with an advanced degree

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:

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