Job Description

Customer Success Specialist

A Customer Success Specialist is responsible for leveraging scale techniques to manage large volumes of customer contracts along with value driven conversations through the customer lifecycle for higher value customers in their territories. This position is responsible for ultimately supporting, managing, and closing renewal transactions. They collaborate within Revenue and Success, Marketing and Legal to maximize the renewal forecast while looking for additional opportunities for upselling additional revenue. The Customer Success Specialist works in partnership with the Account Executives when expansion opportunities are identified, ensuring that the right sales resources are engaged to maximize growth within the account.

Who youre committed to being:

• You enjoy learning and are open to new ways of doing things.
• You are not afraid to be yourself, experiment, make mistakes and learn from them, ask questions, or voice your concerns.
• When communicating, you are self-aware, insightful, and proactive.
• You are a team member first and individual contributor second. You are aware that high-performing teams are only as strong as their weakest link.
• You believe in continuous improvement and request frequent feedback from others.

What youll do:

• Drive forward Pluralsights Client Engagement Model to ensure customer and Pluralsights mutual success.
• Anticipate customer needs and proactively forecast and mitigate risk throughout the customer life cycle, ensuring a streamlined renewal and negotiation process, and ultimately positioning your accounts for growth.
• Maintain and lead periodic check-ins with key customers to ensure theyre receiving the most value from the product/service.
• Partner with cross-functional teams, including sales, to identify growth opportunities and ensure a seamless customer journey.
• Provide advanced product information and use your expertise to recommend the right services and configurations to meet each customers specific needs.

Experience youll bring:

• Experience renewing customers and identifying expansion opportunities
• Experience developing and implementing a relationship management and success plan for existing customer accounts with manager guidance
• Background in business development, sales or scale customer success
• Comfortable using a variety of communication methods (sending outbound emails, making outbound phone calls, conducting virtual meetings, leading webinars, etc.)
• Proven track record of success in managing a high-volume portfolio of enterprise accounts leveraging data to improve efficiency
• Business acumen and ability to analyze data to address customer situations
• Ability to travel up to 15%

Requirements:

• Requires a minimum of 2 years of experience in Success and Renewals.
• Strong negotiation, prioritisation and relationship building skills.
• B2B SaaS experience; familiarity with SaaS renewal motion
• Experience with Gainsight, Salesforce, and Gong is preferred
• 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 youll love working here:

• Were a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location
• Were mission-driven and values-guided.
• We have a strong commitment to diversity and belonging.
• We cultivate a culture of trust, autonomy, and collaboration.
• Were lifelong learners and champion team member growth and advancement.
• Weve 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 todays 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.

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