Customer Success Coordinator (Scale)

Job Description:

The Scale CSM is an exciting role at Pluralsight. Scale CSM’s work in a pooled support model and engage with customers 1:1. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of Pluralsight.

Our team is growing and we are looking for a CSM to join our team to support, retain, and help our customers. 

Who you’re committed to being:

• A customer obsessed individual partnering optimally with customers across industries to reach their business goals.

• Persuasive, committed & results driven with demonstrable experience in driving action & advancing strategy in large customers.

• Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing collaborators & able to expand stakeholder map.

• 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.

What you’ll do:

• Follow the Scale practices and strategy for each customer based on data analysis and the customer's needs

• Identify, design, and being able to achieve the customer's goals in a short-term relationship

• Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio

• Engage 1:1 with targeted customers at key points in the customer journey to ensure the adoption of Pluralsight 

• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, and hosting office hours

• Be a role model, sharing client success methodology with members of your immediate team as well as cross-department.

• Represent the voice of the customer and influence the product development roadmap.

• Partner with Sales, Professional Services and Product teams to ensure the customers' retention and maximize the account potential and experience 

Experience you’ll bring: 

• 2+ years of B2B customer success, account management, or consulting experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (+100) 

• High prioritization skills and process orientation

• Context switching - manage different (multiple) accounts at different stages in the life cycle 

• Ability to embrace the mindset of continuous improvement and actively contribute to the CS processes and practices

• Superb written and verbal communication skills

• Positive attitude, empathy, and high energy

• Ability to take initiative and adapt

• Strong customer-facing and presentation skills with the ability to establish credibility with executives

• BA or BS degree

Requirements:

• BA or BS degree

• Experience with Zendesk and Gainsight is a plus

• Experience working with a large portfolio of customers (+100) 

Travel Requirements:

While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.

Why you’ll love working here:

• We’re mission driven and values guided

• We have a strong commitment to diversity and belonging

• We cultivate a culture of trust, autonomy, and collaboration

• We’re lifelong learners and champion team member growth and advancement

• We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:

We’re Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud product, teams can develop critical skills, improve processes and gain data-driven insights.

We’re a community of growth seekers and lifelong learners who are out to do big things that make a difference in people’s lives, and we’re looking for curious, talented people to join us. Our culture of trust, autonomy, and genuine collaboration create an environment where you’ll grow as a human and as a professional. Because to us, your growth is our growth, and vice versa.

Physical and Mental Requirements

Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.

EEOC Statement

Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please visit the bottom of our website to learn how to request an accommodation.

For more information on Pluralsight’s commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here

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