VP/Head of CSM
vivenu
Director, Customer Success
Pluralsight
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $156,000 - $207,000 per year
Job Level
Lead
About the role
- 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
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
- 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
- Experience with the office of the CIO/CTO
- Deep understanding of change management
- Experience with Gainsight and Anaplan
- Willingness/ability to travel (some roles up to 40% travel)
- Applicants located within 45 miles of Westlake/Dallas, TX should expect to work on-site Tuesday through Thursday
