Job Description:
The Customer Success Coordinator (Scale) is an exciting role at Pluralsight! Scale CSM's work in a pooled support model and engage with customers 1:1. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of Pluralsight. Our team is growing, and we are looking for a Customer Success Manager to join our team to support, retain, and help our customers.
Who you're committed to being:
- A customer advocate who ensures that customer goals are identified, designed, and achieved within short-term relationships, driving tangible business success.
- A master of prioritization and time management, capable of managing multiple accounts at different life-cycle stages simultaneously while maintaining high-quality service.
- A trusted partner who works cross-functionally with Sales, Professional Services, and Product teams to maximize account potential, retention, and customer experience.
- An exceptional communicator, capable of establishing credibility with customers and executives alike.
- A positive, energetic, and empathetic presence who brings passion to every customer interaction and ensures an overall positive experience.
- A highly organized self-starter who embraces new challenges, takes initiative, and continuously seeks to improve the customer success process.
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What you'll do:
- Identify, design, and being able to achieve the customer's goals in a short-term relationship
- Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, and hosting office hours
- Be a role model, sharing client success methodology with members of your immediate team as well as cross-department.
- Represent the voice of the customer and influence the product development roadmap.
- Follow the Scale practices and strategy for each customer based on data analysis and the customer's needs
- Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio
- Engage 1:1 with targeted customers at key points in the customer journey to ensure the adoption of Pluralsight
Experience you'll bring:
- High prioritization skills and process orientation
- Context switching - manage different (multiple) accounts at different stages in the life cycle
- Ability to embrace the mindset of continuous improvement and actively contribute to the CS processes and practices
- Superb written and verbal communication skills
- Strong customer-facing and presentation skills with the ability to establish credibility with executives
Requirements:
- 2+ years of B2B customer success, account management, or consulting experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (+100)
- BA or BS degree
- Experience with Zendesk and Gainsight is a plus
Travel Requirements:
While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.
Why you'll love working here:
- We're remote- and hybrid-friendly
- 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:
We're Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud products, teams can develop critical skills, improve processes and gain data-driven insights.
Learning and development are at the core of who we are. We're out to help every technologist build better, and we're looking for curious, talented people to help us inspire and empower the tech workforce to achieve their goals. Our culture of autonomy, continuous learning, and collaboration creates an environment for growth and empowers us to drive impact through innovation.
Physical and Mental Requirements
Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.
EEOC Statement
Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.
For more information on Pluralsight's commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.
The annual base salary + variable for this role is $63,000 - $70,000 USD. Pluralsight's pay ranges vary based on work location. Talent Acquisition can share more detail during the hiring process when applicable. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. In addition to the base salary and variable, this role may also be eligible for benefits and bonuses.
Applications must be submitted within 90 days after the initial posting date to be considered.
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