Full-Time Customer Success Manager

Customer Success Manager (CSM) works to engage, retain, and enable customers to fully apply the platform.

A successful CSM builds memorable client relationships and achieves trusted advisor status.

They work closely with account executives to drive renewals and expansion, achieving outstanding gross and net retention targets.

Key Responsibilities:

• Drive Pluralsight’s Client Engagement Model for mutual success.
• Take full accountability for accounts (onboarding to renewal).
• Anticipate customer needs and mitigate risks throughout the customer lifecycle.
• Streamline renewal and negotiation processes, positioning accounts for growth.
• Use tools and systems to measure customer experience, health, product utilization, consumed content, and value drivers.
• Take corrective actions and make strategic recommendations.
• Inspire change within customers to drive adoption of successful methodologies.
• Predict and forecast risk, renewal, and expansion within the customer portfolio.

Experience:

• Experience in customer success, sales, professional services, consulting, or technical enablement.
• Supporting global enterprise customers on SaaS and On-Premises solutions.
• Building relationships with CTOs, CIOs, VPs of Engineering, and other senior technology leaders.
• Networking across internal departments.
• Understanding of software engineering development life cycle and workflows.
• Technical knowledge of development and IT solutions.
• Ability to understand and articulate technical concepts.

Requirements:

• Ability to travel 25-50%.
• Experience with Gainsight and Salesforce.com (preferred).
• Minimum 5 years related experience, or 3+ years with an advanced degree.

Compensation:

Base salary + variable compensation: $108,000 - $120,000 USD.

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