Director, Strategic Customer Success

Job Description:

A Director of Customer Success, Strategic Global Accounts will lead the development and execution of the overall customer success strategy across a large portfolio of customers. In this role, you will focus on ensuring customer value realization, driving engagement, and enhancing customer satisfaction. While you will play a supportive role in the renewal process, the primary emphasis is on guiding and coaching Customer Success Managers to deliver exceptional customer outcomes. You will collaborate closely with sales directors, global CSM directors, and VPs to support renewals and expansion opportunities, contributing to the achievement of 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 individual contributor second. You are 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:

• Build and articulate the vision for the Strategic Customer Success team, empowering and encouraging your teams to drive towards customer engagement and value realization while focusing on our customers' success.

• Drive and develop new initiatives and key programs that evolve our Customer Success strategy, emphasizing customer value, adoption, and satisfaction.

• Ensure strong alignment between Sales and Customer Success to enhance customer experiences and support retention efforts.

• Support the achievement of Net Retention and Gross Retention goals through proactive engagement and value delivery.

• Oversee operations on behalf of your segment, including forecasting, recruiting, training, quality assurance, CSM capacity planning, and capturing customer feedback.

• Monitor and measure customer health, proactively mitigating risks and addressing customer challenges.

• Build strong relationships with our top customers to demonstrate value, foster upsell opportunities, and ultimately support retention.

Experience you’ll bring:

• Extensive experience in customer-facing roles, preferably within the SaaS industry.

• Proven ability to manage and lead multiple teams focused on customer success and engagement.

• Direct experience in supporting renewal processes and driving customer ARR through strategic initiatives.

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

• Significant experience in fostering relationships with customers to ensure value realization and enhance customer loyalty.

Requirements:

• Direct experience in supporting renewal processes and driving customer ARR through strategic initiatives.

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

• Requires a minimum of 12 years of related or equivalent experience; or 8+ years and an advanced degree.

• Willingness to travel up to 50%.

• Hybrid Work Model: This role follows a hybrid schedule, with on-site work at our Westlake/Dallas, TX office Tuesday through Thursday and remote flexibility on Mondays and Fridays. This approach helps us collaborate more effectively, make decisions more quickly, and build 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 and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:

Pluralsight provides the only learning platform dedicated to a