Customer Success Manager

Job Description:

We are in search of an Enterprise Customer Success Manager (CSM) with a focus on data to engage and retain some of Pluralsight’s largest customers and help them achieve their desired business outcomes. This role requires 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, key priorities and desired outcomes.

• Deep understanding of a successful customer success motion.

• Proven experience in a Customer Success, account management, or client-facing role, with a track record of driving platform adoption and customer outcomes

• A genuine interest in how people learn and develop, and experience working alongside L&D, HR, or talent teams either in a previous role or as part of your current one

• The ability to operate credibly at executive level, comfortable leading a skills strategy conversation with a CTO or CHRO without it feeling like a vendor pitch

• Data fluency: the ability to take a Skill IQ trend, an MAU chart, and a licence utilisation report and build a narrative that changes how a customer thinks about their investment

• Commercial curiosity: a genuine interest in whether the customer's business is succeeding, and the instinct to connect learning outcomes to business outcomes

• Organized and capable of highly effective time management.

• Ability to operate in a fast-paced professional environment.
   

Requirements
 

Experience as one of the following:

• CSM or account managers from HR tech, LMS, or learning platform businesses, who already understand the L&D buyer and the language of skills development

• Customer Success professionals who have spent time embedded in customer L&D or HR programmes, running enablement, onboarding, or learning initiatives

• Former L&D professionals who have moved into commercial or customer-facing roles and want to combine both skillsets in one place

• Sales engineers or solutions consultants from the learning or talent space, ready to move into a longer-term, relationship-led role

• Hybrid Work Model: This role follows a hybrid schedule, with on-site work at our Dublin, Ireland office Wednesday and Thursday and remote flexibility on Mondays, Tuesdays and Fridays. This approach helps us collaborate more effectively, make decisions more quickly, and build a stronger culture, while still providing flexibility.

• Travel: Travel expectations differ by role. Some quota-bearing sales positions involve limited travel, while others may involve travel of up to 40%, depending on business needs.
   

Why You’ll Love Working Here
 

• We’re a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location

• 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, wellness reimbursements, Pluralsight subscription, professional development funds and more.
   

About Us

Pluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today’s tech workforce. Thousands of companies, government organizations and individuals around the world rely on Pluralsight to support critical technology skill development in areas that are crucial to innovation including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning. Pluralsight provides highly curated content developed by vetted technology experts, industry leading skill assessments, and hands on, immersive learning experiences designed to help individuals skill-up faster.

Physical Requirements

This role is primarily performed in an office or home office setting and involves standard computer-based work.

EEOC Statement & Accommodations Statement

Bring yourself. Pluralsight is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status. We also consider qualified applicants with criminal histories, consistent with EEOC guidelines and local laws.

If you need an accommodation to apply, interview, or perform essential job functions, please visit the bottom of our website to learn how to request an accommodation. Learn more about our commitment to diversity, equity, inclusion, and belonging in our DEIB Report.

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