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Pluralsight is seeking an Enterprise Customer Success Manager (CSM) with a data-driven focus to engage and retain large customers while helping them achieve their business outcomes. This is a consultative, strategic role requiring strong relationship-building skills and a proven track record of collaborating with enterprise customers to develop strategies and demonstrate Pluralsight's impact.
You will work cross-functionally to drive strategic partnerships with a focus on regular customer communications including Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), on-site visits, and consulting on engagement campaigns. Success in this role means building outstanding relationships, generating data-driven insights, maintaining a customer-centric mindset, and achieving trusted adviser and advocate status with key stakeholders.
Key Responsibilities:
- Understand customer needs and strategic priorities; proactively mitigate risk throughout the customer lifecycle
- Lead regular customer engagements, QBRs rooted in business knowledge and data, executive business engagements, and value-led conversations
- Build strategic relationships at C-level, operating as a credible authority through consultative skills
- Develop and share standard processes with team members to improve quality, effectiveness, and efficiency
- Meet and exceed quarterly renewal rates, renewal upsell targets, and other business-defined metrics
- Perform value-led discovery to uncover customer business objectives, priorities, and desired outcomes
- Connect learning outcomes to business outcomes and operate credibly at executive level
Work Environment:
Hybrid schedule with on-site work at the Dublin, Ireland office on Wednesdays and Thursdays; remote flexibility on Mondays, Tuesdays, and Fridays. Travel expectations vary by role; some positions may involve up to 40% travel depending on business needs.
Requirements:
- Proven experience in one of the following backgrounds:
• CSM or account manager from HR tech, LMS, or learning platform businesses with understanding of L&D buyers and skills development language
• Customer Success professional with embedded experience in customer L&D or HR programmes, running enablement, onboarding, or learning initiatives
• Former L&D professional who has moved into commercial or customer-facing roles
• Sales engineer or solutions consultant from the learning or talent space, ready to transition to a longer-term, relationship-led role
- Ability to perform value-led discovery and uncover business objectives
- Deep understanding of successful customer success motion
- Track record of driving platform adoption and customer outcomes
- Genuine interest in how people learn and develop; experience working with L&D, HR, or talent teams
- Ability to operate credibly at executive level and lead skills strategy conversations with CTOs or CHROs
- Data fluency: ability to interpret Skill IQ trends, MAU charts, and licence utilization reports to build compelling narratives
- Commercial curiosity and instinct to connect learning outcomes to business outcomes
- Strong organizational skills and time management in fast-paced environments
- Ability to handle ambiguity and adapt to change
