• Own a portfolio of commercial mid-market accounts end-to-end, serving as the primary point of contact and trusted advisor. • Build and maintain multi-threaded relationships across champion, economic buyer, and executive levels. • Develop and execute tailored success plans aligned to each customer’s strategic goals and key business outcomes. • Proactively monitor account health, engagement signals, and product usage to identify risk and opportunity early. • Drive on-time renewals across your book of business, managing the full renewal cycle from 90-day forecast through execution. • Maintain a rolling renewal forecast with high accuracy and visibility in Salesforce or equivalent CRM. • Identify and mitigate churn risk through proactive outreach, business reviews, and escalation management. • Achieve gross revenue retention (GRR) targets and net revenue retention (NRR) targets. • Identify and qualify expansion opportunities (upsell, cross-sell, seat expansion) within your existing customer base. • Lead commercial conversations with customers, partnering with your aligned Account Executive to close expansion deals. • Develop account growth plans that outline the path to expansion over a 12–24 month horizon. • Conduct structured Quarterly Business Reviews (QBRs) with key stakeholders, presenting ROI, product usage insights, roadmap alignment, and forward-looking success plans. • Build executive sponsorship programs and escalate appropriately when executive relationships need reinforcement. • Monitor product adoption milestones and proactively intervene when customers fall behind adoption benchmarks. • Serve as the voice of the customer internally, advocating for product enhancements, escalating support issues, and sharing market feedback with Product and Engineering. • Collaborate with Sales, Marketing, and Implementation on account strategy, case studies, and customer advocacy programs.

• Be the primary contact and advocate for approximately 150 medium-sized business customers • Become an expert in Inbound Marketing and become the trusted marketing advisor to each of your customers • Maintain a revenue base by managing account retention and renewal • Drive upgrade revenue from new product feature adoption and expanded usage • Work as part of the team to develop strategies for scale and growth

Job Description: We're hiring for a Customer Success Manager (CSM) on the Enterprise team at Pluralsight. In this role, you will work to engage, retain, and enable our customers to fully utilize our platform to achieve their desired business outcomes. As a successful CSM, you will build memorable client relationships and show ability to achieve trusted adviser status in the customers’ minds. You'll work closely with account executives to drive renewals and expansion opportunities to achieve best-in-class gross and net retention targets. Who you’re committed to being: - A Strategic Growth Partner: You are committed to driving the Pluralsight Client Engagement Model forward, ensuring that every interaction results in mutual success and long-term value for both the customer and the business. - An Accountable Lifecycle Owner: You take full ownership of your portfolio from onboarding to renewal, proactively anticipating needs and mitigating risks to ensure a seamless negotiation process and a clear path for expansion. - A Data-Driven Strategist: You are dedicated to mastering our internal tools to interpret customer health and utilization, translating those insights into timely, corrective actions and strategic recommendations that prove ROI. - A Catalyst for Change: You strive to inspire your customers to adopt industry best practices, guiding them through successful implementations and accurately forecasting the future health and growth of their portfolio. What you’ll do: - Drive forward Pluralsight’s Client Engagement Model to ensure customer and Pluralsight’s mutual success. - Take full accountability for your accounts in all aspects from onboarding and adoption to renewal. - Anticipate customer needs and proactively mitigate risk throughout the customer life cycle, ensuring a streamlined renewal and negotiation process, and ultimately positioning your accounts for growth - Navigate, interpret, and use provided tools and systems to measure and report on customer experience, customer health, product utilization, and consumed content, and realization of value drivers. - Take corrective actions in a timely manner based on these insights to make strategic recommendations helping customers be more successful. - Inspire change within customers to drive adoption of standard methodologies and successful implementations - Predict and forecast risk, renewal and expansion within customer portfolio Experience you’ll bring: - Experience with Gainsight and Salesforce.com preferred - An understanding of the software engineering development life cycle and workflows - Technical knowledge on development and IT solutions. Ability to understand and articulate technical concepts and derive solutions. - Understanding of learning and development frameworks and ability to drive learning strategies - Bilingual - English + French is highly preferred Requirements: - Requires a minimum of 5 years of related or equivalent experience; or 3+ years with an advanced degree. - Experience in progressive customer success or similar field (sales, professional services, consulting, technical enablement, learning & development) - Experience supporting global enterprise customers on both SaaS and On-Premises solutions - Experience building relationships with CTO, CIO, VP of Engineering and other senior technology leaders internally and customer facing, and the ability to network across internal pillars/departments - This is a remote role; however, applicants located within 45 miles of our Westlake/Dallas, TX office should expect to work on-site Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This approach enables more effective collaboration, quicker decision-making, and a stronger culture, while still providing flexibility. - Travel: Travel expectations differ by role. Some quota-bearing sales positions involve limited travel, while others may involve travel of up to 40%, depending on business needs. Why you’ll love working here: - We work in a blended environment that supports collaboration, flexibility, and connection across teams. - We are mission-driven, shaping the future of tech up-skilling and delivering impact that matters. - We foster a culture of inclusion and belonging, where everyone can contribute and thrive. - We are always learning, creating an environment where you can take on new challenges, expand your skills, and grow with purpose. - Benefits include competitive compensation, bonus eligibility, comprehensive medical coverage, unlimited PTO, wellness reimbursement, professional development funds, and more. About us: 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 Pluralsight 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. Physical Requirements: This role is primarily performed in an office or home office setting and involves standard computer-based work. EEOC & Accommodations Statement: Bring yourself. Pluralsight is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status. We also consider qualified applicants with criminal histories, consistent with EEOC guidelines and local laws. If you need an accommodation to apply, interview, or perform essential job functions, please visit the bottom of our website to learn how to request an accommodation. Learn more about our commitment to diversity, equity, inclusion, and belonging in our DEIB Report. Pay Transparency: The annual US base + variable range for this role is $104,000 - $130,000 USD. Actual compensation will depend on location, skills, experience, and other factors. Additional benefits and bonuses may apply. Applications must be submitted within 90 days after the initial posting date to be considered. Recruiting Scam Notice: Please be aware of recruiting scams. We’ll only contact you from an @pluralsight.com email or verified channels. We never ask for sensitive personal info or payments as part of the hiring process. All openings are posted on our Careers page. #LI-SJ1 #LI-Remote

• Operate a pooled Digital Customer Success model • Review health-score-based customer queue • Engage with priority customers through various channels • Support key adoption milestones • Run targeted recovery plays for at-risk customers • Collaborate with Sales and Engineering teams