VP, Digital CS & Customer Success Ops

Job Description

The Opportunity

We are looking for an innovative and strategic leader to join our team as a VP of Digital Customer Success and Customer Success Operations. We are committed to providing the best customer experience, focusing on initiatives from our scale adoption and value realization to our digital enablement strategy. The VP of Digital CS and CS Ops is responsible for managing determined leaders and teams as they initiate and lead critical, complex projects and programs, aimed at ensuring our customers realize maximum value of their Pluralsight experience.

You And Your Team Will Serve As Leaders With Vision Within The Global Customer Success Organization And Run Programs That May Include

You will be responsible for leading teams that use data to design and implement value-based solutions to empower our Customer Success Managers and cross functional leaders across the globe. You will lead our Value Engineering and Scale teams and with your teams, you will build initiatives around engagement, customer health, and adoption for our customers. Your work will build upon our existing value framework and create new ways for our CSMs to assist customers in realizing measurable return on their investment with us.

• expanding our value engineering toolkit and driving customer health scores
• coordinating best practice-sharing across the CSM population
• managing councils and partnerships with other departments
• aggregating and delivering product feedback and customer data
• optimizing the customer success motion for channel partner sales customers
• iterating on and refining the digital engagement and renewal negotiation process
  

You will prioritize your team’s efforts, guiding them to pursue the most valuable initiatives that will drive meaningful improvements to the Pluralsight customer experience, that ultimately directly impact gross retention.

You and your teams will work collaboratively with partners inside the Success organization and cross-functionally with partners in Sales, Marketing, Product, Data Science, Support and Professional Services. Together, you will bring an innovative approach to help us improve our current operating model as we continue to expand our customer base and product offerings!

Who You Are

• You are passionate about driving customer value and delivering results
• You are an amazing communicator and effective influencer with organizational and strategic thinking skills. People trust and follow you.
• Persistent Problem-Solver- You understand our business goals, can adapt as the business changes, and find ways to guide your team to create impactful solutions
• You have the ability to listen, think logically, strategically, and tactically to solve complex problems
• You make data driven decisions and you easily shift when priorities change
• inquisitive, critical thinker who is always looking for how things can work better
• An effective project manager - you keep all the moving pieces organized and moving on time, and can develop these skills in your team
• You check your ego at the door, and you relish seeing other people succeed
• A great teammate eager to pitch in whenever necessary. You eagerly dive into projects and programs yourself when needed
  

What You’ll Own

• Design, launch, manage and implement large, complex programs - Lead all aspects of your teams to improve the efficiency of our customer-facing employees, improve the experience of our customers and increase retention and growth of our customer base. Hold team members accountable for program success.
• Recruit, hire, coach and drive performance across your team - Your team’s performance is a reflection of your leadership. Acquire, retain and grow talent by identifying individual strengths and weaknesses and facilitating opportunities that will stretch your team members. Demonstrate emotional intelligence, transparency and accountability in every interaction with your team members, collectively and individually.
• Be a trusted partner and strategic leader - Partner effectively and cross-functionally with leaders and teams that support customer operations (Customer Success, Retention Marketing, Data Science, Revenue Strategy, Product, People Operations, Revenue Enablement, etc.). Collaborate with partners in a team-first approach. Lead by example and persuasion. Anticipate needs before they arise and solve problems proactively.
• Communicate progress and results - Succinctly and effectively communicate program and project status, and coach your team on how to do this. Identify risks and formulate risk mitigation strategies proactively. Understand when and how to call out items as needed. Share success broadly and take ownership for failure.
• Adopt technology tools - Stay current on technology solutions and constantly be looking for levers to increase the effectiveness of our customer success and renewal motions.
  

Experience You’ll Need

• Experience as a people leader leading project and program teams and delivering solutions of varying size and complexity
• Strong interpersonal skills with ability to clearly explain sophisticated issues to a range of audiences
• Expertise in SaaS value realization, sales, and renewal cycle
• Strong analytical skills, comfort with data analytics and proficiency in tools such as Salesforce, Gainsight, Tableau, Snowflake, Marketo, and Pendo
• Experience leading dispersed team members
• Bachelor's Degree, Advanced Degree (MBA a plus), PM certifications also a plus
• Identifying patterns in customer behavior that drive retention and account expansion
  

Ideally What You’ve Done

• Prior experience in value engineering, digital marketing, customer success, customer service / support, sales, pre-sales or other customer-facing roles, or in supporting these types of teams
• Successful PMO experience in a technology environment
• Managed / mentored early career professionals
• Recruited, trained, developed and retained high-performing talent
• Strong operational and analytical abilities
• 10+ years managing project and program teams
• 8+ Years experience running large, cross-functional projects in a people leader role
• Exposure to multiple project management methodologies a plus
  

EOE Statement

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.