Pluralsight
Director, Flow Customer Success
Pluralsight, Charlotte, North Carolina, United States, 28245
We are looking for a strategic, operationally minded, data-oriented, results-driven Director of Flow Customer Success to engage, retain, and enable Pluralsight's Flow customers to fully utilize Pluralsight to achieve their desired business outcomes. This role requires you to be a strategic business leader focused on value, with a proven track record in a cloud technology company; one who can develop strategy, drive operational improvements and translate them across the business and with stakeholders.Reporting into our VP of Customer Success, this role owns the customer renewals for a defined portfolio of Pluralsight Flow customers in North America, as well as the career development, coaching and management of 10 customer success managers. You will guide and coach your Customer Success Managers on success planning, adoption strategies, and customer escalations. You will work closely with your peer sales directors and VPs to drive renewals and expansion opportunities to achieve best-in-class gross and net retention targets.The ideal candidate will have experience leading either a Customer Success or a Sales organization, operational strength combined with a true passion for the field who can engage directly when needed but also coach and guide Sales, Marketing, Delivery resources and other leaders.You will accomplish this by:
Hiring, coaching and leading a team of 8-10 Customer Success Managers to innovate and create an exceptional Customer Success experience aligning with Pluralsight's Client Engagement Model.Owning the engagement, growth, and retention of your portfolio of customers, specifically: forecasting, escalation management and strategies to help the team meet its retention goals.Supporting operations on behalf of your segment, such as forecasting, recruiting, training, quality assurance, CSM capacity, and customer feedback.Partnering with peers in Customer Success leadership globally on the greater vision and strategy for the CSM team, proactively identifying areas for innovation and improvement to help drive significant and sustained year-over-year growth.Building relationships with our top customers to foster upsell, prove ROI and to ultimately drive retention.Monitoring and measuring customer health and proactively mitigating risk.Seeking opportunities to help simplify while driving key initiatives cross-team to deliver presales, implementation, usage, and adoption of our platform that drive Customer Success.Ensuring account planning, tools and reporting requirements are clearly articulated to the teams so that they can execute on these components.Leading and coordinating core business planning and forecasting.Building the vision/roadmap and execution that takes Customer Success plans (with and for our customers) to the next level of simplicity, impact and adoption in partnership with key stakeholders.Driving and developing new initiatives and other key programs and initiatives as required to evolve our Customer Success strategy.Being the key connection between Enterprise Sales and the Customer Success team, ensuring alignment of strategy/approach and ensuring the best connection and adoption of programs by the Customer Success team and by the overall Sales organization.Closing renewals and driving expansion within the customer base, driven by meeting and exceeding a gross retention target.Other experience you should have:
7 years in customer facing roles, preferably in the SaaS industry.Experience managing a team of CSMs who own the renewal transaction.5 years negotiating renewals up to $500k in ARR.Experience in working with and implementing enterprise sales processes and methodologies.Building and maintaining excellent internal and external relationships.Experience of the sequence of events and legal framework required for contract renewals.Proven track record of winning in the North America market.Travel up to 50%.Salary Range:
$150K -- $200KMinimum Qualification:
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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Hiring, coaching and leading a team of 8-10 Customer Success Managers to innovate and create an exceptional Customer Success experience aligning with Pluralsight's Client Engagement Model.Owning the engagement, growth, and retention of your portfolio of customers, specifically: forecasting, escalation management and strategies to help the team meet its retention goals.Supporting operations on behalf of your segment, such as forecasting, recruiting, training, quality assurance, CSM capacity, and customer feedback.Partnering with peers in Customer Success leadership globally on the greater vision and strategy for the CSM team, proactively identifying areas for innovation and improvement to help drive significant and sustained year-over-year growth.Building relationships with our top customers to foster upsell, prove ROI and to ultimately drive retention.Monitoring and measuring customer health and proactively mitigating risk.Seeking opportunities to help simplify while driving key initiatives cross-team to deliver presales, implementation, usage, and adoption of our platform that drive Customer Success.Ensuring account planning, tools and reporting requirements are clearly articulated to the teams so that they can execute on these components.Leading and coordinating core business planning and forecasting.Building the vision/roadmap and execution that takes Customer Success plans (with and for our customers) to the next level of simplicity, impact and adoption in partnership with key stakeholders.Driving and developing new initiatives and other key programs and initiatives as required to evolve our Customer Success strategy.Being the key connection between Enterprise Sales and the Customer Success team, ensuring alignment of strategy/approach and ensuring the best connection and adoption of programs by the Customer Success team and by the overall Sales organization.Closing renewals and driving expansion within the customer base, driven by meeting and exceeding a gross retention target.Other experience you should have:
7 years in customer facing roles, preferably in the SaaS industry.Experience managing a team of CSMs who own the renewal transaction.5 years negotiating renewals up to $500k in ARR.Experience in working with and implementing enterprise sales processes and methodologies.Building and maintaining excellent internal and external relationships.Experience of the sequence of events and legal framework required for contract renewals.Proven track record of winning in the North America market.Travel up to 50%.Salary Range:
$150K -- $200KMinimum Qualification:
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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