Customer Success Manager responsible for existing customers in a SaaS environment, driving adoption and ensuring long - term customer relationships through onboarding and optimization.
About the role
- Customer Success Manager ensuring customer engagement and retention for Pluralsight’s technology learning platform. Collaborating with clients to meet their business outcomes and drive expansion opportunities.
Responsibilities
- Drive forward the Client Engagement Model to ensure mutual success for customers and the organization.
- Take full accountability for customer accounts throughout the lifecycle — from onboarding through renewal.
- Anticipate customer needs, mitigate risk, and ensure a seamless renewal and negotiation process.
- Use tools and systems to track and report on customer experience, health, product utilization, and realization of value drivers.
- Take timely, corrective actions based on insights to make strategic recommendations that enable customer success.
- Inspire and guide customers to adopt best practices and drive change for improved platform utilization.
- Predict and forecast risk, renewal, and expansion opportunities within your customer portfolio.
Requirements
- Minimum of 5 years of related or equivalent experience
- 3+ years with an advanced degree
- Experience with Gainsight and Salesforce.com preferred.
- Proven experience in customer success or a related field (sales, professional services, consulting, or technical enablement)
- Experience supporting global enterprise customers across SaaS and On-Premises solutions
- Strong relationship management skills with the ability to engage CTO, CIO, VP of Engineering, and other senior technology leaders.
- Understanding of the software development life cycle and related workflows.
- Technical aptitude to grasp and articulate complex concepts across development and IT solutions.
- Experience working in the public sector.
- Ability to travel 25–50% as needed.
Benefits
- Competitive compensation packages
- Medical coverage
- Unlimited PTO
- Wellness reimbursements
- Pluralsight subscription
- Professional development funds
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