Customer Success Manager

Responsibilities

• Understand customer needs and strategic priorities.
• Proactively mitigate risk throughout the customer life cycle and ultimately position your accounts for continued growth.
• Effectively lead activities such as: Regular customer engagements, Quarterly Business Reviews (which are rooted in business knowledge & data driven), Executive Business Engagements, Success Planning & Value led conversations to drive skill and tech strategy advancement.
• Build strategic relationships at the C-Level and are comfortable being the authority in the room through demonstrable consultative skills to work and partner effectively with key customer stakeholders.
• Develop and share standard processes with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Meet and exceed quarterly renewal rates and renewal upsell rate, or other targets defined by the business.
• Experience You'll Bring
• Ability to perform a value-led discovery with customers, to uncover their business objectives, key priorities and desired outcomes.
• Deep understanding of a successful customer success motion.
• Proven experience in a Customer Success, account management, or client-facing role, with a track record of driving platform adoption and customer outcomes
• A genuine interest in how people learn and develop, and experience working alongside L&D, HR, or talent teams either in a previous role or as part of your current one
• The ability to operate credibly at executive level, comfortable leading a skills strategy conversation with a CTO or CHRO without it feeling like a vendor pitch
• Data fluency: the ability to take a Skill IQ trend, an MAU chart, and a licence utilisation report and build a narrative that changes how a customer thinks about their investment
• Commercial curiosity: a genuine interest in whether the customer's business is succeeding, and the instinct to connect learning outcomes to business outcomes
• Organized and capable of highly effective time management.
• Ability to operate in a fast-paced professional environment.

Requirements

• Experience as one of the following:
• CSM or account managers from HR tech, LMS, or learning platform businesses, who already understand the L&D buyer and the language of skills development
• Customer Success professionals who have spent time embedded in customer L&D or HR programmes, running enablement, onboarding, or learning initiatives
• Former L&D professionals who have moved into commercial or customer-facing roles and want to combine both skillsets in one place
• Sales engineers or solutions consultants from the learning or talent space, ready to move into a longer-term, relationship-led role
• 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

Benefits

Additional Information

Job Description: We are in search of an Enterprise Customer Success Manager (CSM) with a focus on data to engage and retain some of Pluralsight's largest customers and help them achieve their desired business outcomes. This role requires a consultative approach with a strong focus on value, and a proven track record of collaborating with large-scale customers to develop their strategies and showcase Pluralsight's impact on their success. A successful CSM builds outstanding relationships, drives data driven insights, is customer centric and shows skill at achieving trusted adviser and advocate status in the customers' minds. You will work cross-functionally to drive strategic partnerships with a focus on regular customer communications (Running QBRs, EBRs, On-site visits, consulting customer on engagement campaigns) to drive positive results and renewals/expansion. Who You're Committed To Being A customer obsessed individual partnering optimally with customers across industries to reach their business goals. Persuasive, committed & results driven with demonstrable experience in driving action & advancing strategy in large customers. Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing collaborators & able to expand stakeholder map. A standout colleague, able to handle ambiguity, anticipate and react to changes in a constantly evolving environment. Driven by helping others and contributing positively to the team. Ability to listen, think logically, strategically, and tactically to tackle sophisticated problems. Self-motivated, demonstrating an ability to assume responsibility and work autonomously

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