Job Description:
We are seeking a dynamic and results-driven Digital Customer Success Leader to join our team! As the Senior Director of Digital Customer Success, you will play a pivotal role in ensuring the success and satisfaction of our customers utilizing our platform to educate the technical workforce. You will lead, define, and manage a low-touch one-to-many motion, engage with customers across all global segments as well as lead cross-functionally to ensure alignment with Product, Data Science, Rev Operations, IT, and Marketing. You and your team will orchestrate proactive engagement strategies to drive adoption, retention, and expansion within our customer base. This is a role where you will be required to build from the ground up!
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What you'll do:
- Responsible for the strategy and execution of digital customer success motion globally for 20k customers and $200m in ARR. This includes all Pluralsight products such as Skills, Flow & ACG.
- Recruit, hire, mentor and drive performance across your team.
- Define and establish scaled success programs that facilitate one-to-many adoption motions for ongoing enablement and engagement, and support your team in driving adoption to those programs
- Partner with our operations and product teams to implement and coordinate risk management activities to increase visibility of churn and mitigate it
- Collaborate cross-functionally with Revenue Operations and IT to identify and establish the right tooling and process automation to deliver an effective Digital CS motion; create well-established customer data hygiene processes and systems
- Work closely with our B2C marketing function to align on synergies and best practices
- Partner with Professional Services to execute an onboarding experience at scale with an emphasis on training to empower customers to improve the value of our platform.
- In collaboration with Data Science, test and iterate our customer health metrics and proactively build playbooks to drive customer satisfaction (adoption + value) and retention
- Gather customer feedback and insights to inform product roadmap decisions and enhancements
- Stay current on industry trends (especially AI for CS), best practices, and competitive landscape to optimally advise customers on GTM strategies
Experience you'll bring:
- Strong interpersonal skills with ability to clearly explain sophisticated issues to a range of audiences
- Expertise in SaaS value realization, sales, and renewal cycle
- Experience delivering scaled customer success programs that involve an efficient use of CSM resources
- Substantial understanding of risk management techniques, including the development of playbooks to proactively and optimally mitigate identified areas of churn
- Data driven approach to testing new directions and a deep understanding of internal customer data infrastructure
- Experience as a people leader leading project and program teams and delivering solutions of varying size and complexity
- This role demands an analytical mindset, critical thinking, customer-centricity, and cross-functional collaboration to deliver exceptional value and support to our customers.
Requirements:
- 10 years of experience in customer success, account management, or a related customer-facing role, preferably in the SaaS industry, of which a minimum 8 years were performed in a leadership or team lead capacity
- Exposure to multiple project management methodologies a plus
- Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Pendo, Zendesk, Tableau) 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 $220,100 - $244,500 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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