Job Description:

A Director of Customer Success, Enterprise North America Accounts will lead the development and execution of the overall customer success strategy across a large portfolio of customers. In this role, you will focus on ensuring customer value realization, driving engagement, and enhancing customer satisfaction. While you will play a supportive role in the renewal process, the primary emphasis is on guiding and coaching Customer Success Managers to deliver exceptional customer outcomes. You will collaborate closely with Sales Directors, Global CS Directors, contributing to the achievement of best-in-class gross and net retention targets.

Who you’re committed to being:

• A partner focused on building strong relationships with our top customers to demonstrate value, foster upsell opportunities, and ultimately support retention.

• A creator of strong alignment between Sales and Customer Success to enhance customer experiences and support retention efforts.

• Lead and coach a team of Enterprise Customer Success Managers, overseeing hiring, onboarding, development, and overall success of the team.

• Foster a creative, can-do culture with a strong passion for providing exceptional customer experiences.

• A track record of creatively problem-solving and collaborating with Sales, Product, and Marketing teams to create an exceptional customer experience.

What you’ll do: 

• Build and articulate the vision for the Enterprise Customer Success team, empowering and encouraging your teams to drive towards customer engagement and value realization while focusing on our customers’ success.

• Drive and develop new initiatives and key programs that evolve our Customer Success strategy, emphasizing customer value, adoption, and satisfaction.

• Support the achievement of Net Retention and Gross Retention goals through proactive engagement and value delivery.

• Oversee operations on behalf of your segment, including forecasting, recruiting, training, quality assurance, CSM capacity planning, and capturing customer feedback.

• Monitor and measure customer health, proactively mitigating risks and addressing customer challenges.

• Deeply understanding the CS metrics and KPIs. Developing and executing improvements with a data-driven approach and establishing measurement plans to assess the outcomes accurately. Utilize data analytics to track customer health and predict potential churn risks.

Experience you’ll bring: 

• Extensive experience leading teams who support large Enterprise customer-facing roles within the SaaS industry.

• Exceptional verbal and written communication skills with the ability to drive difficult conversations, and effectively communicate complex technical or business concepts to senior customer leaders

• Proven ability to manage and lead multiple teams focused on customer success and engagement.

• Direct experience in supporting renewal processes and driving customer ARR through strategic initiatives.

• Expertise in working with and implementing enterprise customer success and sales processes and methodologies.

• Significant experience in fostering relationships with customers to ensure value realization and enhance customer loyalty.

• Requires a minimum of 3 years in leadership and 12 years of related or equivalent experience; or 8+ years and an advanced degree.

• Willingness to travel up to 30%.

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 is required for this 

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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