Director, Customer Success - EMEA

Director Of Customer Success

A Director of Customer Success will own developing and executing the overall customer success strategy and renewal ARR across thousands of customers. They will drive a strategic vision for Pluralsight within the customer base to drive adoption and value realization at scale. They will be responsible for guiding and coaching Customer Success Representatives on adoption strategies, executing renewals, and resolving customer critical issues. This role also works with peer sales directors, global CSM directors, and VPs to drive renewals and expansion opportunities to achieve best-in-class renewal and upsell rates.

Empower and encourage your teams to drive toward targets while also focusing on our customers. Drive and develop new initiatives and other key programs as required to evolve our Customer Success strategy. This includes leading the team to move customers to a Scale motion at the point of renewal by guiding them to renew via a digital cart. Lead and coach the team on Value-Driven conversations for their top-spending customers. Develop a team of junior success representatives on fundamentals of customer success from sales handover, onboarding through to contract renewal. Act as a leadership point of contact for key customers alongside the core account team. Support your team & the business by stepping in as an customer escalation point when required. Lead teams through change, proactively guiding them through new processes, strategies, and models to optimize team performance and customer outcomes. Ensure alignment of strategy and approach between Sales and Customer Success. Meet and exceed renewal rates. Drive growth in our customers by uncovering Customer Success Qualified Leads with your team. Support operations on behalf of your segment, such as forecasting, recruiting, training, quality assurance, CS capacity, and customer feedback. Monitor and measure customer health and proactively mitigate risk. Build relationships with our top customers to foster upsell, prove value, and ultimately drive retention.

Leadership experience in Scale/Volume Customer Success. Experience in leading teams through change. Digital Touch/Scale Experience, including moving customers to a digital renewal process. Experience in customer-facing roles, preferably in the SaaS industry. Experience managing teams who own a commercial transaction. Comfortable operating in a data driven environment and working with BI tools (e.g. Tableau, Looker etc.) Direct experience negotiating renewals and driving ARR. Experience in working with and implementing customer success and sales processes and methodologies.

This role follows a hybrid schedule, with on-site work at our Dublin, Ireland office Wednesday and Thursday and remote flexibility on Mondays, Tuesdays and Fridays. This approach helps us collaborate more effectively, make decisions more quickly, and build a stronger culture, while still providing flexibility.

Pluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today's tech workforce. Thousands of companies, government organizations, and individuals around the world rely on our platform to support critical technology skill development in areas that are crucial to innovation including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning. We offer highly curated content developed by vetted technology experts, industry leading skill assessments, and hands-on, immersive learning experiences designed to help individuals skill-up faster.