EVP, Customer Success and Services

Job Description:

Partnering with customers along the customer lifecycle is imperative to help each customer achieve their desired outcomes and ensure they maximize value in our tech skills development platform. Reporting into the Chief Revenue Officer, the EVP of Customer Success and Services is responsible for leading us to deliver on that promise, and as such is vital to our long-term success as a company. 

As the EVP, Customer Success and Services at Pluralsight, you will lead the development of customer success, professional services, and support motions ranging from high-touch to one-to-many engagements. You must be able to build the global team, processes, and systems needed to ensure customers realize their stated goals at purchase. This will drive high customer satisfaction and enable our next level of revenue growth. We are looking for a seasoned, collaborative executive who can oversee the Global Success organization’s growth; someone who can lead to a compelling strategy and vision, as well as create operational excellence at scale.

Who you're committed to being:

• A creator. You are an expert in building teams, systems, and processes in fast-growth environments with global reach

• Passionate about technology. You thrive on conversations with C-level technologists, able to effectively influence them in an advisory capacity.

• Someone who lives and breathes Customer Success, GRR, NRR and renewals. You have a deep understanding of what drives value for customers and revenue for Pluralsight and infuse that viewpoint into every interaction.

• Transformational Leader with proven experience leading organizations through periods of transformation and successfully inflecting positive performance on customer retention.

• Operationally excellent. You are not afraid to dive into the details to improve the Customer Success motion across customer segments and geography. You lead metrics driven approaches across all aspects of your work.

• A leader who develops other leaders. You are excited to coach and support your leadership team so that they can lead their growing teams to exceed their goals.

• A team player. You look forward to collaborating with the sales, marketing, product teams to achieve success across the organization

What you’ll do:

• Building excellence at a global scale: Amplify and grow the global team, leading them to create an industry leading customer journey (adoption, engagement, outcome realization, advocacy, retention, etc.)

• Customer retention and renewals: in partnership with sales and services leadership, you drive adoption and engagement of the product in ways that produce customer outcomes and, ultimately, happy, retained customers.

• Strategic customer success champion: Be the expert evangelizer of the customer journey and how it plays into Pluralsight’s strategy. You infuse this viewpoint into every interaction, into the Customer Success organization, and across the company

• Develop data-driven success motions: Lead the establishment of world-class processes and Customer Success activities, from high-touch strategic accounts to low-touch digital motions, and the measurement of their effectiveness through reporting and analytics

• Voice of the customer: Inspire and create a company-wide culture of customer success. Align with all departments (Sales, Marketing, Product, and Content) to identify opportunities to improve our in-product or purchase experience; improvements that will help us better serve existing and potential Pluralsight customers

Experience you’ll bring:

• Global executive-level leadership: Responsible for Customer Success leaders who manage growing teams. Support leaders through growth, catalyze their leadership, and drive learning across the global Customer Success organization. Work with the Chief Revenue Officer and the go to market leadership team to drive rapid revenue growth and lead the Customer Success organization to excel in collaboration

• Background in B2B SaaS selling into IT, L&D and Business personas 

• Have led teams to utilize Gainsight or other CRM platforms to create value in creative and strategic ways.

Requirements

• 10-12+ years demonstrated success in a Senior Customer Success leadership role in growth environment, preferably at the executive level

• Demonstrated ability to build and scale teams quickly and with remarkab