Customer Success Manager

• Develop and drive overall customer success strategy and renewal ARR across thousands of customers
• Drive a strategic vision for Pluralsight within the customer base to drive adoption and value realization at scale
• Guide and coach Customer Success Managers on success planning, adoption strategies, and customer critical issues
• Work with peer sales directors, global CSM directors and VPs to drive renewals and expansion opportunities
• Meet and exceed Net Retention and Gross Retention goals
• Support operations for the segment (forecasting, recruiting, training, quality assurance, CSM capacity, and customer feedback)
• Monitor and measure customer health and proactively mitigate risk
• Build relationships with top customers to foster upsell, prove value and drive retention
• Drive and develop new initiatives and programs balancing human-led and digitally-led engagements
• Ensure alignment of strategy/approach between Sales and Customer Success

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