Job Description:
The Senior Strategic CSM owns the Customer Lifecycle for a set of Strategic accounts, beginning with customer onboarding and implementation, and continuing through the adoption and renewal staging. A successful Strategic CSM builds impeccable relationships, and demonstrates proficiency at achieving trusted adviser and customer advocate status in the customers' mind. The CSM works closely with the Sales Team to design and execute customer success plans to ensure our customer objectives are truly met, and business value is realized.
Who you're committed to being:
- Self-motivated and self-driven. Excited to drive customer success or to love to represent Pluralsight products to our customers.
- Extensive experience in building key customers / sales relationships.
- Understanding of SaaS environment with its respective opportunities, benefits, and challenges. This could include license management, training on software and technology, and applicable business processes and cycles, among other things.
- Organized and capable of highly effective time management in an entrepreneurial environment.
- Ability to effectively prioritize time and talents, and to give effective presentations
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What you'll do:
- Monitor the customer life cycle to ensure customer and Pluralsight's mutual success. This is achieved by assuming full accountability for your accounts in all aspects: Anticipating customer needs and proactively addressing them throughout the customer life cycle, demonstrating lead time awareness, ensuring a frictionless renewal process, and ultimately positioning your accounts for growth.
- Demonstrate your technical aptitude by being able to respond yourself to customer's technical inquiries regarding our service, or by being able to direct them to the proper channel, or resource.
- Successfully onboard customers. Help them deploy, and derive total value from their membership by driving their full adoption and utilization of the service. Customer success and experience is everything.
- Monitor your accounts ongoing—Successfully navigate, interpret, and leverage provided tools and systems to measure and report on customer experience, customer health, product utilization, and consumed content, etc. Take correct actions in a timely manner based on this visibility.
- Build and establish lasting relationships, and achieve trusted status with the customers in order to help them realize their definition of success.
- Collaborate with Account Executives, Account Managers, and others in order to communicate and update each other on your efforts to ensure effective execution on customer success plans, and make progress on the growth strategy.
- Prepare and facilitate business review meetings, trainings, webinars, demos, and other strategic and supportive interactions.
Experience you'll bring:
- Ability to operate in a fast-paced professional sales motion environment.
- Exceptional communication, customer service, sales, and relationship building skills at all levels, including CXO.
- Excellent relationship building skills at the C-Level.
- Deep understanding of a successful customer success motion - able to execute the onboarding & adoption process to drive customer health.
- Ability to define customer needs & goals and drive onboarding and success plans to meet those goals and objectives.
- Basic technical knowledge on development and IT solutions.
- Significant experience working with Gainsight & Salesforce.
- Experience implementing new processes within customer success.
Requirements:
- Bachelor's Degree in Sales, or equivalent Professional experience
- 3-5 years of progressive customer success experience or similar field (sales, pro services, consulting, technical enablement)
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 $144,000 - $160,000 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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