Pluralsight LLC

Erstellungsdatum 29.08.2023

Strategic Customer Success Manager - German

Job Description:

We are looking for a strategic, data-oriented, results-driven Customer Success Manager (CSM) to engage and retain some of Pluralsight's largest customers and achieve their desired business outcomes. This role requires you to be a strategic adviser heavily-focused on value, with a consistent track record working with large scale customers, partnering alongside them to develop their strategy and to demonstrate Pluralsight's value towards their success. A successful CSM builds outstanding relationships, loves data & understanding context behind numbers, 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 commercially minded individual partnering optimally with customers across industries to reach their business goals
  • Persuasive, committed & results driven
  • Strong experience in driving action & advancing strategy in large customers
  • High level of discernment
  • Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing collaborators & able to expand stakeholder map
  • Passionate about Pluralsight's mission advance world's Tech Workforce
  • 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
  • Ability to travel to customers for regular in-person engagements

You will accomplish this by:
  • Understanding customer needs and strategic priorities.
  • Proactively mitigate risk throughout the customer life cycle and ultimately positioning 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
  • Building strategic relationships at the C-Level and are comfortable being the authority in the room.
  • Demonstrating consultative skills to work and partner effectively
  • A true standout colleague, partners with sales, solution architects, solution consultants, field marketing and professional services to deliver outstanding customer experiences
  • Effectively forecast risk, understand and positively influence account health and drive renewal and expansion within customer portfolio
  • 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.
  • Curiosity about collaborating closely with leadership to continuously advance the way we deliver the best customer experience to our Strategic segment

Other experience you should have:
  • 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.
  • Self-identifies opportunities for improvement within customer book and creative solutions to problems beyond provided playbooks. Takes the initiative to make and implement change
  • Organized and capable of highly effective time management
  • Ability to operate in a fast-paced (remote first) professional environment.
  • Fluent in English & German skills required (additional language is a bonus!)
  • Basic technical knowledge on development and IT solutions. Ability to understand and articulate technical concepts and derive solutions.
  • Excellent presentation skills & listening skills.
  • 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 preferred

Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.



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