Enterprise Customer Success Manager, APAC Remote (Flexible on location)

Company Description

Founded in 2004 and trusted by Fortune 500 companies, Pluralsight is the technology learning platform organizations and individuals in 150+ countries count on to innovate faster and create progress for the world.

Working at Pluralsight

At Pluralsight, we believe everyone should have the opportunity to create progress through technology. That everyone should have access to the skills of tomorrow. That technology can make the world a better place. Through the work we do everyday, we empower the people who power our world.

And we don’t let fear, egos or drama distract us from our mission. We’re adults, and we treat each other that way. We have the autonomy to do our jobs, transparency to eliminate office politics and trust each other to do the right thing. We thrive in an environment with creativity around every corner, challenges that keep us on our toes, and peers who inspire us to be the best we can be. We bring different viewpoints, backgrounds and experiences, and united by our mission, we are one.

Job Description

The Enterprise Customer Success Manager owns the Customer Lifecycle for a set of Enterprise accounts, beginning with customer onboarding and implementation, and continuing through the adoption and renewal staging. A successful Enterprise CSM builds impeccable relationships and shows skill at achieving trusted adviser and customer advocate status in the customer’s mind. The CSM works closely with the customer & sales team to design and execute customer success plans to ensure customers’ objectives are truly met, and business value is realized.

Who you are:

  • Able to operate in a fast-paced professional enterprise sales environment 
  • Excellent relationship builder at the C-Level 
  • Self-motivated and self-driven.  Excited to drive customer success and represent Pluralsight products to customers 
  • Highly organized and capable of highly effective time management in an entrepreneurial environment
  • Ability to travel up to 50% of the time
  • Executive presence awareness
  • Enthusiastic, personable and flexible

What you’ll own:

  • Monitor the customer journey to ensure customer and Pluralsight’s mutual success. This is achieved by assuming full accountability for your accounts in all aspects: Anticipating customer needs and proactively addressing them throughout the customer life cycle, demonstrating lead time awareness, ensuring a frictionless renewal process, and ultimately positioning your accounts for growth
  • Demonstrate your technical aptitude by being able to respond yourself to customer’s technical inquiries regarding our service, or by being able to direct them to the proper channel, or resource
  • Successfully onboarding customers. Help them deploy and derive total value from membership by driving their full adoption and utilization of the service. Customer success and experience is everything
  • Monitor your accounts ongoing—Successfully navigate, interpret, and leverage provided tools and systems to measure and report on customer experience, customer health, product utilization, and consumed content, etc. Take correct actions in a timely manner based on this visibility
  • Build and establish lasting relationships, and achieve trusted status with the customers in order to help them realize their definition of success
  • Develops and executes the delivery of Success Plans, KPI’s and Performance Scorecards for key customers
  • Designs, deploys and provides recommendations to optimize tools that support customer onboarding, self-service, early warning identification and customer deployment success
  • Collaborate with Account Executives, Account Managers, and others to communicate and update each other on your efforts to ensure effective execution on customer success plans, and make progress on the growth strategy
  • Creates and maintains customer deliverables, Success Plans, Customer business reviews and proactive communications
  • Improve renewal rates through professional expertise and account management, work closely with the sales and presales team and aligning on opportunities within given accounts
  • Prepare and facilitate business review meetings, trainings, webinars, demos, and other strategic and supportive interactions

Experience you’ll need:

  • Deep understanding and experience of successful customer success motion - able to execute the onboarding and adoption process to drive customer health 
  • Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs
  • Excellent presentation and listening skills 
  • Experience of working within international markets 
  • Successful track record of defining performance scorecards, customer needs and goals and drive the onboarding and success plans to meet those goals and objectives
  • Basic technical knowledge on development and IT solutions 
  • Extensive experience of building key customer/ sales relationships 
  • Understanding of SaaS environment with its respective opportunities, benefits and challenges.  This could include licence management, training on software and technology as well as applicable business processes and cycles
  • Ability to deliver world class services with high impact results
  • Bachelor’s degree or above from an accredited university or relevant industry experience 
  • 5+ years of progressive customer success experience or similar field (sales, pro services, consulting, technology enablement) with specific focus in IT
  • Ideally experience of working with Gainsight and Salesforce
  • Ideally experience of implementing new processes within customer success

Additional Information

Be 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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