Job Description:
We are looking for a Director of Customer Success (Scale) to lead a team of Customer Success Specialists. The main focus of this role is to manage renewals for our scale customers and develop strategies to drive value for higher value customers. The Director will be responsible for a team that works with a large volume of commercial customers, ensuring they achieve their desired outcomes with our solutions.
You will balance strategic oversight with hands-on leadership, mentoring your team to handle transactional engagements while also focusing on the broader goals of renewal and upsell. As the leader of this team, you will be instrumental in crafting scalable strategies and maintaining alignment between Customer Success and Sales.
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Who you're committed to being:
- You enjoy learning and are open to new ways of doing things.
- When communicating you are self-aware, informative, and proactive.
- You are aware that high-performing teams are only as strong as their weakest link.
- You believe in continuous improvement and provide frequent feedback to your team.
What you'll do:
- Lead and mentor a team of Customer Success Specialists, empowering them to drive renewals, customer adoption, and value realisation at scale.
- Develop strategies for managing high-volume customer engagements, blending human-led and digital-led approaches.
- Partner closely with Sales leadership to align on strategy, ensuring successful execution of renewals and growth opportunities.
- Coordinate customer health monitoring and take proactive steps to mitigate risk, focusing on retention and upsell opportunities.
- Build and maintain relationships with top customers, ensuring they see the value in our offerings and fostering long-term partnerships.
- Collaborate with peers and senior leadership to drive initiatives that continuously evolve and improve our Customer Success strategy.
- Contribute to team operations, including forecasting, recruiting, training, and quality assurance to ensure operational excellence.
Experience you'll bring:
- Proven leadership experience in a first-line management role within a Scale/Volume Customer Success environment.
- Experience in digital touch/scale customer success models, ideally within SaaS.
- Direct experience leading teams responsible for high-volume commercial transactions.
- Strong understanding of customer success processes, with experience driving renewals and ARR growth.
- Excellent communication and relationship-building skills, with a track record of engaging with both internal partners and customers.
Requirements:
- A minimum of 5 years of relevant experience in customer success, with at least 2 years in a leadership role.
- Familiarity with change management principles.
- Experience using customer success tools such as Gainsight and Anaplan.
- Ability to travel up to 10%.
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.
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