Director, Customer Success

Job Description:
As the Director of Commercial Customer Success, you will own developing and driving overall customer success strategy and renewal ARR across thousands of customers. You will drive a strategic vision for Pluralsight within the customer base to drive adoption and value realization at scale. In this role, you'll be responsible for guiding and coaching Customer Success Managers on success planning, adoption strategies, and customer critical issues. You'll also work with peer sales directors, global CSM directors and VPs to drive renewals and expansion opportunities to achieve best-in-class gross and net retention targets.
What you'll do:

• Empower and encourage your teams to drive towards targets while also focusing our customers
• Drive and develop new initiatives and other key programs as required to evolve our Customer Success strategy. Particularly focused on a balance of human lead and digitally lead engagements.
• Ensure alignment of strategy/approach between Sales and Customer Success
• Meet and exceed Net Retention and Gross Retention goals
• Support operations on behalf of your segment, such as forecasting, recruiting, training, quality assurance, CSM capacity, and customer feedback
• Monitor and measure customer health and proactively mitigating risk
• Build relationships with our top customers to foster upsell, prove value and to ultimately drive retention

Experience you'll bring:

• Experience in customer facing roles, preferably in the SaaS industry
• Experience leading multiple teams who own the renewal transaction
• Product lead growth of Digital Touch/Scale Experience
• Direct experience negotiating renewals and driving ARR
• Experience in working with and implementing enterprise customer success and sales processes and methodologies
• Travel up to 30% required
• Experience with the office of the CIO/CTO
• Deep understanding of change management
• Experience with Gainsight and Anaplan

Requirements:

• Requires a minimum of 12 years of related or equivalent experience; or 8+ years and an advanced degree.
• 2 years minimum experience in a leadership role

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 $173,300 - $192,500 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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