Pluralsight is looking for a Director, Strategic Customer Success to lead the development and execution of customer success strategy across a large portfolio of global accounts. In this role, you will guide and coach Customer Success Managers to deliver exceptional customer outcomes, ensuring value realization and satisfaction.
What You'll Do
- Build and articulate the vision for the Strategic Customer Success team, empowering teams to drive customer engagement and value realization.
- Drive and develop new initiatives and key programs that evolve the Customer Success strategy, emphasizing customer value, adoption, and satisfaction.
- Ensure strong alignment between Sales and Customer Success to enhance customer experiences and support retention efforts.
- Support the achievement of Net Retention and Gross Retention goals through proactive engagement and value delivery.
- Oversee operations on behalf of your segment, including forecasting, recruiting, training, quality assurance, CSM capacity planning, and capturing customer feedback.
- Monitor and measure customer health, proactively mitigating risks and addressing customer challenges.
- Build strong relationships with top customers to demonstrate value, foster upsell opportunities, and support retention.
What We're Looking For
- Extensive experience in customer-facing roles, preferably within the SaaS industry.
- Proven ability to manage and lead multiple teams focused on customer success and engagement.
- Direct experience in supporting renewal processes and driving customer ARR through strategic initiatives.
- Expertise in working with and implementing enterprise customer success and sales processes and methodologies.
- Significant experience in fostering relationships with customers to ensure value realization and enhance customer loyalty.
- Minimum of 12 years of related or equivalent experience; or 8+ years and an advanced degree.
- Willingness to travel up to 50%.
Team & Environment
You will collaborate closely with sales directors, global CSM directors, and VPs.
Benefits & Compensation
- Competitive compensation packages
- Medical coverage
- Unlimited PTO and Summer Fridays
- Wellness reimbursements
- Pluralsight subscription
- Professional development funds
- US base salary range: $173,300 - $192,500 USD
Work Mode
This is a hybrid position based in Westlake/Dallas, TX.
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.
