Director of Customer Success

The Director of Commercial Customer Success will lead the customer success strategy and renewal ARR for thousands of customers. This role involves driving adoption and value realization at scale, guiding Customer Success Representatives on adoption, renewals, and issue resolution. They will collaborate with sales and CSM VPs to achieve high renewal and upsell rates, develop new initiatives, coach on value-driven conversations, and act as a leadership point of contact for key customers.

Must Have

• 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.
• Requires a minimum of 5 years of related or equivalent experience.
• 2 years minimum experience in a leadership role.

Perks & Benefits

• Blended workplace (remote or hybrid setup)
• Mission-driven and guided by culture pillars
• Strong commitment to diversity and belonging
• Culture of trust, autonomy, and collaboration
• Lifelong learners, championing team member growth and advancement
• Competitive compensation packages
• Medical coverage
• Unlimited PTO
• Wellness reimbursements
• Pluralsight subscription
• Professional development funds

A Director of Commercial 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.

Who you’re committed to being:

• You enjoy learning and are open to new ways of doing things.
• You are not afraid to be yourself, experiment, make mistakes and learn from them, ask questions, or voice your concerns.
• When communicating you are self-aware, insightful, and proactive.
• You are a team member first and individual contributor second. You are aware that high-performing teams are only as strong as their weakest link.
• You believe in continuous improvement and request frequent feedback from others.

What you’ll do:

• 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.

Experience you’ll bring:

• 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.

Requirements:

• Requires a minimum of 5 years of related or equivalent experience;
• 2 years minimum experience in a leadership role
• Hybrid Work Model: This role follows a hybrid schedule, with on-site work at our Dublin, Ireland office Tuesday through Thursday and remote flexibility on Mondays 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.