• Serve as the primary point of contact for small and medium customers, ensuring their successful onboarding and ongoing satisfaction. • Guide our Italian customers through the implementation of our accounting software integrations and provide support for their accounting requirements. • Proactively build and maintain strong relationships with customers to foster long-term loyalty and satisfaction. • Identify and capitalise on opportunities for upselling additional products or services. • Collaborate with the Business Development team to identify new business opportunities and support the company’s growth initiatives. • Regularly monitor customer metrics and respond to any signs of dissatisfaction or challenges. • Act as the customer advocate, ensuring their voice and feedback are considered in product development and service improvements. • Create and maintain accurate customer records and documentation in CRM systems. • Conduct regular check-ins and review meetings to ensure customer success and continued alignment.

Customer Success Manager (DACH) locations Hybrid - Ireland (Dublin) time type Full time Job Description: We are in search for a Fluent German speaking Enterprise Customer Success Manager (CSM) with a focus on data to engage and retain some of Pluralsight’s largest customers and help them achieve their desired business outcomes. This role requires a consultative approach with a strong focus on value, and a proven track record of collaborating with large-scale customers to develop their strategies and showcase Pluralsight’s impact on their success. A successful CSM builds outstanding relationships, drives data driven insights, is customer centric and shows skill at achieving trusted adviser and advocate status in the customers’ minds. You will work cross-functionally to drive strategic partnerships with a focus on regular customer communications (Running QBRs, EBRs, On-site visits, consulting customer on engagement campaigns) to drive positive results and renewals/expansion. Who You’re Committed To Being - A customer obsessed individual partnering optimally with customers across industries to reach their business goals. - Persuasive, committed & results driven with demonstrable experience in driving action & advancing strategy in large customers. - Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing collaborators & able to expand stakeholder map. - A standout colleague, able to handle ambiguity, anticipate and react to changes in a constantly evolving environment. Driven by helping others and contributing positively to the team. - Ability to listen, think logically, strategically, and tactically to tackle sophisticated problems. - Self-motivated, demonstrating an ability to assume responsibility and work autonomously What You’ll Do - Understand customer needs and strategic priorities. - Proactively mitigate risk throughout the customer life cycle and ultimately position your accounts for continued growth. - Effectively lead activities such as: Regular customer engagements, Quarterly Business Reviews (which are rooted in business knowledge & data driven), Executive Business Engagements, Success Planning & Value led conversations to drive skill and tech strategy advancement. - Build strategic relationships at the C-Level and are comfortable being the authority in the room through demonstrable consultative skills to work and partner effectively with key customer stakeholders. - Develop and share standard processes with team members to continually improve the quality, effectiveness, and efficiency of our processes. - Meet and exceed quarterly renewal rates and renewal upsell rate, or other targets defined by the business. Experience You’ll Bring - Ability to perform a value-led discovery with customers, to uncover their business objectives, key priorities and desired outcomes. - Deep understanding of a successful customer success motion. - Proven experience in a Customer Success, account management, or client-facing role, with a track record of driving platform adoption and customer outcomes - A genuine interest in how people learn and develop, and experience working alongside L&D, HR, or talent teams either in a previous role or as part of your current one - The ability to operate credibly at executive level, comfortable leading a skills strategy conversation with a CTO or CHRO without it feeling like a vendor pitch - Data fluency: the ability to take a Skill IQ trend, an MAU chart, and a licence utilisation report and build a narrative that changes how a customer thinks about their investment - Commercial curiosity: a genuine interest in whether the customer's business is succeeding, and the instinct to connect learning outcomes to business outcomes - Organized and capable of highly effective time management. - Ability to operate in a fast-paced professional environment. Requirements Experience as one of the following: - Fluency in German (written and verbal) - CSM or account managers from HR tech, LMS, or learning platform businesses, who already understand the L&D buyer and the language of skills development - Customer Success professionals who have spent time embedded in customer L&D or HR programmes, running enablement, onboarding, or learning initiatives - Former L&D professionals who have moved into commercial or customer-facing roles and want to combine both skillsets in one place - Sales engineers or solutions consultants from the learning or talent space, ready to move into a longer-term, relationship-led role - Hybrid Work Model: 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. - 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’re a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location - 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, wellness reimbursements, Pluralsight subscription, 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. Pluralsight provides 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.

• Orchestrate Technical Delivery: Serve as the primary technical point of contact post-sale, coordinating efforts between Solutions Architects, Forward Deployed Engineers, and Support to ensure seamless project execution. • Drive Adoption & Value: Guide customers through the implementation lifecycle, ensuring they effectively utilize Vector Search to solve their specific real-world problems and achieve their business goals. • Project & Stakeholder Alignment: Manage expectations across multiple customer projects. You will map customer timelines to internal engineering resources and ensure alignment between client stakeholders and our technical teams. • Technical Health Oversight: Conduct regular technical health checks and architecture reviews to identify bottlenecks, suggest optimizations, and maximize usage of the product • Feedback Loop: Act as the strategic voice of the customer. Aggregate technical feedback and friction points from the field to help shape and prioritize the Engineering and Product roadmap. • Crisis Management: Serve as the escalation manager for critical technical issues, mobilizing Support and Engineering resources to resolve blockers in high-stakes deployments. • Evangelize Best Practices: Educate customers on the optimal patterns for building Agentic AI and RAG solutions, moving them from initial use cases to enterprise-wide adoption.

• Actively manage the inbound inquiry queue across phone, email, web forms, and referral channels, ensuring timely first contact with all new families. • Conduct prompt outbound outreach to qualified inquiries to confirm interest, screen for service fit, and guide families into the intake process. • Apply consistent qualification criteria to determine readiness, eligibility, and next steps for each inquiry. • Convert qualified leads into active intakes by clearly articulating service value, setting expectations, and removing barriers to engagement. • Monitor inbound queue health, aging, and follow-up cadence to minimize lead leakage and response delays. • Escalate high priority or time sensitive leads as needed to ensure timely processing. • Collect and validate preliminary information required to initiate intake (demographics, referral source, presenting need, insurance basics). • Ensure accurate and complete system entry before handoff to Intake Coordinators. • Provide warm, structured handoffs to Intake Coordinators, including clear documentation of client status, urgency, and outstanding needs. • Support Intake Coordinators by maintaining clean pipelines and ensuring only qualified families enter full intake workflows. • Maintain high data accuracy across CRM and electronic health records (EHRs). • Track outreach attempts, contact outcomes, conversion status, referral sources, and reasons for non conversion. • Identify patterns in lead drop off, disqualification, or delays and surface insights to the Director of Client Engagement. • Adhere to defined service-level expectations for response time, documentation, and follow-up.