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Job Description:

We are looking for a strategic, data-oriented, results-driven Sr. Customer Success Manager (CSM) to engage and retain some of Pluralsight’s largest DACH based customers and achieve their desired business outcomes. This role requires fluency in German, 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.

What you'll do:

• 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 and key priorities.

• Deep understanding of a successful customer success motion.

• Understanding of SaaS environment with its respective opportunities, benefits, and challenges. This could include license management, training on software and technology, and applicable business processes and cycles, among other things.

• Ability to self-identify opportunities for improvement within customer book and creative solutions to resolve problems beyond provided playbooks.

• Organized and capable of highly effective time management.

• Ability to operate in a fast-paced (remote first) professional environment.

Requirements:

• Excellent presentation skills & listening skills.

• Fluent German & English speaker - Both written and verbal.

• Bachelor's Degree, or equivalent professional experience.

• 4-6 years of progressive customer success experience or similar field (sales, pro services, consulting, technical enablement).

• Ability to travel 25%.

• Experience with Gainsight and Salesforce.com preferred.

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 Dublin may be required depending on the role and team member location.

Why you’ll love working here:

• We’re remote- and hybrid-friendly

• We’re mission driven and values guided

• 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 product, teams can develop critical skills, improve processes and gain data-driven insights.

We’re a community of growth seekers and lifelong learners who are out to do big things that make a difference in people’s lives, and we’re looking for curious, talented people to join us. Our culture of trust, autonomy, and genuine collaboration create an environment where you’ll grow as a human and as a professional. Because to us, your growth is our growth, and vice versa.

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.

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