EVP, Customer Success and Services

Job Description:

Partnering with customers along the customer lifecycle is imperative to help each customer achieve their desired outcomes and ensure they maximize value in our tech skills development platform. Reporting into the Chief Revenue Officer, the EVP of Customer Success and Services is responsible for leading us to deliver on that promise, and as such is vital to our long-term success as a company. 

As the EVP, Customer Success and Services at Pluralsight, you will lead the development of customer success, professional services, and support motions ranging from high-touch to one-to-many engagements. You must be able to build the global team, processes, and systems needed to ensure customers realize their stated goals at purchase. This will drive high customer satisfaction and enable our next level of revenue growth. We are looking for a seasoned, collaborative executive who can oversee the Global Success organization’s growth; someone who can lead to a compelling strategy and vision, as well as create operational excellence at scale.

Who you're committed to being:

• A creator. You are an expert in building teams, systems, and processes in fast-growth environments with global reach

• Passionate about technology. You thrive on conversations with C-level technologists, able to effectively influence them in an advisory capacity.

• Someone who lives and breathes Customer Success, GRR, NRR and renewals. You have a deep understanding of what drives value for customers and revenue for Pluralsight and infuse that viewpoint into every interaction.

• Transformational Leader with proven experience leading organizations through periods of transformation and successfully inflecting positive performance on customer retention.

• Operationally excellent. You are not afraid to dive into the details to improve the Customer Success motion across customer segments and geography. You lead metrics driven approaches across all aspects of your work.

• A leader who develops other leaders. You are excited to coach and support your leadership team so that they can lead their growing teams to exceed their goals.

• A team player. You look forward to collaborating with the sales, marketing, product teams to achieve success across the organization

What you’ll do:

• Building excellence at a global scale: Amplify and grow the global team, leading them to create an industry leading customer journey (adoption, engagement, outcome realization, advocacy, retention, etc.)

• Customer retention and renewals: in partnership with sales and services leadership, you drive adoption and engagement of the product in ways that produce customer outcomes and, ultimately, happy, retained customers.

• Strategic customer success champion: Be the expert evangelizer of the customer journey and how it plays into Pluralsight’s strategy. You infuse this viewpoint into every interaction, into the Customer Success organization, and across the company

• Develop data-driven success motions: Lead the establishment of world-class processes and Customer Success activities, from high-touch strategic accounts to low-touch digital motions, and the measurement of their effectiveness through reporting and analytics

• Voice of the customer: Inspire and create a company-wide culture of customer success. Align with all departments (Sales, Marketing, Product, and Content) to identify opportunities to improve our in-product or purchase experience; improvements that will help us better serve existing and potential Pluralsight customers

Experience you’ll bring:

• Global executive-level leadership: Responsible for Customer Success leaders who manage growing teams. Support leaders through growth, catalyze their leadership, and drive learning across the global Customer Success organization. Work with the Chief Revenue Officer and the go to market leadership team to drive rapid revenue growth and lead the Customer Success organization to excel in collaboration

• Background in B2B SaaS selling into IT, L&D and Business personas 

• Have led teams to utilize Gainsight or other CRM platforms to create value in creative and strategic ways.

Requirements

• 10-12+ years demonstrated success in a Senior Customer Success leadership role in growth environment, preferably at the executive level

• Demonstrated ability to build and scale teams quickly and with remarkable results

• Demonstrated ability to lead and influence through persuasion, negotiation, and consensus driven methods

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 remote- and hybrid-friendly

• We’re mission driven and guided by our culture pillars

• 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 products, teams can develop critical skills, improve processes and gain data-driven insights.

Learning and development are at the core of who we are. We’re out to help every technologist build better, and we’re looking for curious, talented people to help us inspire and empower the tech workforce to achieve their goals. Our culture of autonomy, continuous learning, and collaboration creates an environment for growth and empowers us to drive impact through innovation.

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.

The annual base salary + variable for this role is $475,000- $527,800 USD. Pluralsight's pay ranges vary based on work location. Talent Acquisition can share more detail during the hiring process when applicable. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. In addition to the base salary and variable, this role may also be eligible for benefits and bonuses.

Applications must be submitted within 90 days after the initial posting date to be considered.

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